Hi Nicholas, On Thu, Mar 27, 2003 at 03:30:46PM -0800, Nicholas Veeser wrote:
So, fundementally I am at a loss for what locking a ticket means. When does it happend and why?
If a ticket is locked then nobody else can work (communication with customer) on it.
How do queues relate to Locking and incoming mail?
Why is it "new message" and not new ticket in incoming queue? Doesn't a message automatically become a ticket and get inserted into the correct queue. Shouldn't it be "new ticket"?
Why are locked tickets listed at the top of the menu next to incoming tickets? Is that the same as ownership?
Why do queues in QueueView show only new tickets and not open ones? Is that tickets that are not "owned"?
Don't I also want to see the stuff I am working on (ie open tickets)? by queue and not just by how I work on them?
Summary: Basically, I am looking for an explaination of the general/abstract model. Mostly my questions come from not understanding your data model.
QueueView: All new or open and unlocked ticket. Ticket without responsible agent. -=> Somebody need to work on it. "new message": Your locked tickets where the last article isn't from you. -=> A other agent or the customer wrote a note or email. You need to check the last article. ownership != lock: You can still be the owner and the ticket is closed and unlocked. But if the ticket is reopend, you will get info about the followup. Anymore questions?
Nicholas
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.