Hi An,
That's how's supposed to be! If you assign a ticket to an agent and he's absent nobody will solve it, if you assign a ticket to a queue, any available agent will be able to solve it :)
Leonardo Certuche
www.itconsultores.com.co
Thanks Leonardo....but is it like the customer can sent mail only to Queue and not to a particular agent..??...so does it mean that customer always sends to a particular queue and the admin configures such that the queue is accessible to the needed agents by grouping them to form a new group.(Using Queue Management module)
On Wed, Apr 28, 2010 at 10:20 AM, Leonardo Certuche <leonardo.certuche@itconsultores.com.co> wrote:
Hi there,
If you want customers to place tickets on a given queue, that customer should have permissions under the group that queue belongs to, so please go to /otrs/index.pl?Action=AdminCustomerUserGroup and give permissions accordingly.
Cheers,
Leonardo Certuche
www.itconsultores.com.coOn 27 April 2010 23:16, An Me <annminz@gmail.com> wrote:
---------------------------------------------------------------------Hi All,
I installed otrs in my system (Ubuntu) and after loggin in as adimn i made new queues.But later as I login as customer from the customer web interface,and try to make a new ticket, in the "To" drop down only the default queues (Junk,Raw..) are listed...and not the new queues.
What can be the problem..please help.
Regards,
An
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