Hi Dan, maybe some of my suggestions help you: [...]
Issue #1: No way as an agent to view all tickets assigned to me whether the tickets are locked or unlocked. [...]
Assigned means the owner field of each ticket? You can use the search, just look for owner = agent. If this works for you, you can save this as a search template. You can also have these search templates as a dropdown box in the main toolbar, so just one click to execute the search. (This is done via SysConfig, this should already be described at the forum.) [...]
Ideally there would be a dashboard section labeled 'Tickets assigned to me' which lists all tickets assigned to an agent whether they're in a locked or unlocked state. [...]
Please try this download (german, register for the forum and download the dashlet): http://forums.otterhub.org/viewtopic.php?f=35&t=15162&p=65397&hilit=dashlet#...
As a suggestion related to this problem, if any of you have worked with Redmine they have a sweet query interface where you can basically query on anything in the system and then save those queries to be displayed as a UI element on their Dashboard page.
Ok, you really need the search, the search templates, the search template quick access and maybe the fulltext search. Sorry, no tiem right now, try Google or forum with "search template". [...]
We really need a way to automate emails to customers when a ticket is closed. [...]
http://doc.otrs.org/3.1/en/html/adminarea-auto-responses.html [...]
Issue #3: No email on ticket ownership change
I was hoping this would be an auto-response I could create but in the Type drop down I don't see anything like "Ownership change". Is there a way for me to add my own Types for auto-responses as a solution to this issue? [...]
http://doc.otrs.org/3.1/en/html/adminarea-notifications.html If this doesn't work you will perhaps need some lines of custom code - an event handler.
Issue #4: Customer UI doesn't show ticket Owner [...]
No idea, sorry. Maybe there is a SysConfig option for this. Otherwise this may need custom code. Regards Alexander Public Relations OTRS Community Board / OtterHub (http://www.otterhub.org/)