RE: [otrs] Queue View: Showing locked tickets.

Robert, I am obviously very dense here. I scrounged all around looking to see how I could make locked tickets show up in the general queue instead of being hidden. What change should I make to make this happen? My boss is adamant that we be able to see all tickets regardless of status, all the time. Thanks! ryan

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Tuesday, June 22, 2004 1:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue View: Showing locked tickets.

On Friday, June 18, 2004 7:57 PM D. Ryan Spott wrote:

...

My supervisor would like to know how we can view "locked" tickets in the queue view and zoom view for all agents. Is this a setting I somehow missed?

Yes and no.

We designed -or better: pre-configured OTRS so that it only displays a certain type of tickets. This is determined by these setting:

# ViewableLocks # default: ["'unlock'", "'tmp_lock'"] $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];

# ViewableStateType # (see http://yourhost/otrs/index.pl?Action=AdminState -> StateType) $Self->{ViewableStateType} = ['new', 'open', 'pending reminder', 'pending auto'];

Another way is to use the search utility. You cannot search for locks explicitly, but the utility spits out locked tickets nonetheless.

hth,

Robert Kehl

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