Hi Wes, On Wed, Apr 30, 2003 at 09:50:02AM -0700, Wes Plate wrote:
Right now I am the only "Agent", but that is soon to change.
If I reply to a ticket, I become the "owner", right? So any follow-ups are directed to ME and to no other agents, right?
It's configurable for each queue (Ticket lock after a follow up). Yes -=> Ticket will be locked for you (until system unlock - if configured). No -=> Ticket will be unlocked (if it's unlocked) and shown in the queue. Owner isn't equal Lock. See also: http://doc.otrs.org/1.1/html/glossary.html
What would be the procedure to put one of these follow-ups back into the queue? Or to direct it to a specific agent?
Just unlock it and it's back in the queue. Change the owner to direct it to a specific agent.
Wes Plate Automatic Duck, Inc.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 137 Tage bis zum Gäubodenvolksfest! ;-)