Hi, I have tired below setting,
In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks:
I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue.
However, from the agent1 account which locked one ticket, the "LockedTickets" on the top shows nothing. It should be 1 there.
Also, when I list the tickets,  it doesn't show the owner of the ticket in the right frame,unless I zoom it.
Does anyone know how to sovle these issue? Thank you.


From: david.eco@msn.com
To: otrs@otrs.org
Subject: RE: [otrs] Queue view issue
Date: Thu, 27 Nov 2008 12:12:31 -0500

Thanks, Daniel.
I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only.
 

Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1
Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1)

 
 
David
 


From: obee@myhammer.de
To: otrs@otrs.org
Date: Thu, 27 Nov 2008 17:37:33 +0100
Subject: Re: [otrs] Queue view issue

There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too.

 

With the subject I don’t know, but there should be a config for the max. subject length.

 

Greez

Daniel

 

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 17:33
An: otrs mailing
Betreff: [otrs] Queue view issue

 

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent,  even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already)
 
Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is.
 
Can anyone kindly advise? Thank you.
 
 
David

Turn email contacts into buddies, and you could win. Enter today.


Messenger wants to send you on a trip. Enter today.