Hi David, On Wed, Jun 04, 2003 at 11:00:05AM +0100, David West wrote:
Firstly, would you say that the following usage scenario is realistic? [...]
Yes.
More questions:
How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent?
The ticket state is new till the customer gets an answer/info!
The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal...
In the blinking queue is the oldest (open and unlocked) ticket. You should work on it (lock it, write the customer an answer (info).
Why are some queues red?
It's a kind of highlighting. If there is a ticket older the 1440 min. in a queue, the queue will be orange. Is a ticket older 2880 min. in a queue, the queue will be red. It's configurable (HighlightAge1, HighlightColor1, HighlightAge2, HighlightColor2).
What actions lock a message?
Each action which needs write access (e. g. compose answer, phone with the customer, ...).
can I make it possible to only manually lock a ticket?
You should not do that. You will run in trouble - locking problem.
How is PersonalQueue useful?
It's a queue selection of preferred queues. On click and you will see all your interesting (unlocked) tickets.
Why is the default config set for some tickets to start in Raw and some in Postmaster?
Where?
When might a ticket be reassigned to a different customer?
Zoom a ticket and clock on "Customer" and you will be able to change the customer.
What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean?
The ticket is pending for state "closed successful" or "closed unsuccessful" till the customer writes an follow up. Pending Reminder means the ticket will shown again (info on the webinterface) that the agent needs to look on it.
djw
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:47pm up 110 days, 1:12, 9 users, load average: 0.05, 0.19, 0.25