Hi, I am not sure, if that's what You need: We had the problem, that all agent sould be able, to answer all follow up tickets. So I created a sub-queue of the standard queue and threw all locked tickets in there. Our agents always answer their tickets with "waiting for successfull close+". If a customer asks again, the status is set to free (otrs does that) and we move the ticket back into the original queue. our generic agent runs every 5 minute and looks like that: # -- # answered -> all locked tickets are set free in subqueue # -- 'answered' => { # get all tickets with these properties Queue => 'standard_queue', Locks => ['lock'], # new ticket properties (no option is required, # use just the options which should be changed!) New => { # new queue Queue => 'standard_queue::answered', Lock => 'unlock', }, }, # -- # active_again # # -- 'active_again' => { # get all tickets with these properties Queue => 'standard_queue::answered', States => ['open','new'], # new ticket properties New => { # new queue Queue => 'standard_queue', }, }, # -- HTH, RUDOLF Am Mittwoch, den 13.04.2005, 11:56 +0200 schrieb bahmed_11:
hi for all otrs team ! i have a problem of viewing locked ticked in the queueview ( except for the owner but for the other users of the same view). when i tried to make $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp-lock'"]; it can be seen it the queueviuew but it disapear from the locked ticket (always (0)) and also nothing appears on new message (at the top). so please some one can help me? thanks in advance. ------------------------------------------
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