I don't think you can, nor am I sure why you would want to only show open tickets? you would have to code a custom view to be able to filter the queue view.

If it is to have some other agent deal with the new tickets and assign them to agents then I would make the incoming tickets go into a separate queue, then the agent can assign them to the correct agent and move them into the correct queue.

Steve


On 3 January 2012 09:23, Nikhil Joshi <nikhil.joshi@architectsap.com> wrote:

HI,

Yes I have 2 queues assigned to the agent.

I want to see only the opened tickets in those 2 queues.

How to configure that?

 

Thanks and Regards

Nikhil Joshi

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr
Sent: Tuesday, January 03, 2012 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS configuration

 

It should do that already. Have you gone into your Preferences and selected which Queues you want to see in your "My Queues" page?

Steve

On 3 January 2012 05:39, Nikhil Joshi <nikhil.joshi@architectsap.com> wrote:

Hi,

I have configured the OTRS and I want to customize it according to my need.

 

How to configure the following.

 

1.I want to see only the tickets which are in process or which are in new state, in the agents queueview.

 

Regards

Nikhil Joshi

Webdynpro Consultant

ArchitectSAP Solutions  | www.ArchitectSAP.com | 9960979700

Pune

 


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