Hello:

We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers.  The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things.

Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times?  In addition, is it possible to show the ownership and ticket state (new,open) as well?

Thanks,

Mike Smith