adrian guevara wrote:
1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out?
Is the ticket's actually 'closed successful'?
2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.
Enable the StatusView module: Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Nils Breunese.