Hi Gary, On Sat, May 03, 2003 at 10:39:02AM -0700, Gary Traffanstedt wrote:
How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along?
In this case set a 'unlock time' (configurable for each queue - admin interface -=> Queue). The ticket will be unlocked (by OTRS) if the ticket is not answered and the unlock time has reached. Example: * Agent #1 answers a ticket * Agent #1 is on vacation * Customer sends a follow up -=> ticket is now unanswered and still locked for Agent #1 * Ticket will be unlocked by OTRS if unlock time has reached => ticket is visible in QueueView (for all agents)
Gary
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 6:45pm up 77 days, 4:08, 7 users, load average: 0.24, 0.31, 0.25