On Thursday, January 29, 2004 10:55 PM
Mike Edwards
1. Is there a way to set it so that a given ticket will automagically be assigned an owner (other than root)? Maybe on a per-queue basis?
You become the owner of a ticket by locking it, ie. by working on it, it is not possible to assign the owner on a per-Queue-Basis. You can adapt the PostMaster via these settings in your Config.pm: # PostmasterUserID # (The post master db-uid.) [default: 1] $Self->{PostmasterUserID} = 1; # PostmasterDefaultQueue # (The default queue of all.) [default: Raw] $Self->{PostmasterDefaultQueue} = 'Raw'; # PostmasterDefaultPriority # (The default priority of new tickets.) [default: '3 normal'] $Self->{PostmasterDefaultPriority} = '3 normal'; # PostmasterDefaultState # (The default state of new tickets.) [default: new] $Self->{PostmasterDefaultState} = 'new'; # PostmasterFollowUpState # (The state if a ticket got a follow up.) [default: open] $Self->{PostmasterFollowUpState} = 'open'; You might consider using the GenericAgent for setting the owner of 'new' tickets to someone you like to: http://doc.otrs.org/1.1/html/generic-agent.html We changed a lot in GA for the next release, so at least take a look at: http://doc.otrs.org/cvs/en/html/generic-agent.html
2. It seems that I have to go through Utilities to see all open tickets. It would be nice to see all the tickets that I own when I log in.
Define socalled "Custom Queues" in the AgentPreferences area: http://localhost/otrs/index.pl?Action=AgentPreferences
3. How do the "next ticket states" work? I set a ticket to "pending auto-close+" but the ticket did automatically close. If someone could describe each possible ticket state, that would be helpful!
The 'pending' states require setting a senseful date. If you set the time to the current one, the ticket will be closed. 'new' - the ticket has not been worked upon, it is... new. 'open' - the ticket has been seen, the case is open, the issue is being worked upon. 'pending reminder|auto-close+/-' - the ticket might has been answered; it will come back with a note to you at the specified date/time, or will automatically be closed with state "successful (+)" or "unsuccessful (-)" then. 'closed (un)successful' - what it says.
4. What is the purpose of locking and unlocking tickets? Is a locked ticket unavailable to anyone but the owner?
Yes.
Sorry if these have been asked before, but I couldn't find a search mechanism for the list.
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