Hi Gen, Have you tried the status view? Search for statusview in your sysconfig and turn it on. Then try this file as a replacement. (only for version 2.2.6)
I have a few queues that are used by several people. The setup is that we have both shared support queues and personal sales queues, which I assume is a common situation.
What we want is to open the queue in lite mode and immediately see who is responsible for each ticket, but right now the owner is displayed to the right of the ticket. It would also be fine to just assign ownership to the responsible person, but changing the owner also moves the mail to that person's personal queue. I need to either display the responsible person in the queue view, or change it so that an ownership change does not move the ticket to a new queue.
Any help would be greatly appreciated. I have looked all over the config and I'm missing this.
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-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann # -- # AgentTicketStatusView.dtl - html for ticket status view (all tickets) # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: AgentTicketStatusView.dtl,v 1.8 2007/03/28 21:25:06 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- <!-- start form --> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"Ticket Status View"}$Env{"Box1"} </td> </tr> <tr> <td class="menu"> $Text{"Open Tickets"}</a> / $Text{"Closed Tickets"}</a> - $Text{"Results"}: <b>$QData{"Result"}</b> - $Text{"Total hits"}: <b>$Data{"TotalHits"}</b> - $Text{"Page"}: $Data{"SiteNavBar"} </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="4"> <tr> <td class="mainbody"> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr valign="top" align="left"> <th width="10%">$Config{"Ticket::Hook"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="15%">$Text{"Age"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="25%">$Text{"From"}/$Text{"Subject"}</th> <th width="5%">$Text{"State"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="5%">$Text{"Locked"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="10%">$Text{"Queue"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="15%">$Text{"Owner"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="15%">$Text{"Responsible"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> <th width="15%">$Text{"CustomerID"}<br> $Text{"U"}</a> / $Text{"D"}</a> </th> </tr> <!-- dtl:block:Record --> <tr valign="top">