On Wed, 27 Oct 2004 11:16:58 -0700, Chris Willis
Hello! Just introducing myself to the list.
I am the Senior SE for a Microsoft Partner in Los Angeles, CA, USA. I have installed the Windows version of OTRS, and am going to implement it so that all of our customers can submit help requests to us via the internet.
I have my first question: If a ticket goes into the postmaster queue, how do I change the owner of the ticket to one of my technicians? I have entered the techs as users, and each seems to have a personalqueue, but I don't see any options to move the ticket from the PostMaster queue to the queue of a technician.
Click "zoom" on the ticket and then click on "owner". Assign it to a tech and submit. The ticket will disappear from the queue and will show up in the agent's personal queue. You will never see other agen'ts personal queues - only your own. Hth, Tyler Hepworth