Re: [otrs] How to assign a ticket to 1 specific agent?

21 May 2003

      Hi Alex,

On Wed, May 21, 2003 at 01:22:21PM -0700, Alex Zheng wrote:
...
Here is my queue set-up:
IT
      Software
      Hardware
So IT is the top level queue, and software and hardware are subqueues with 
multiple people assigned to it.
Now if the manager wants to reassign a task to a specific person(once he 
receives a ticket from a customer), what can he do?
Set the ticket owner. 

 Ticket Zoom -> Set Owner to a specific agent.

Then the ticket is locked for the agent -> not shown in the Queue view
until the ticket is unlocked.

PS: Maybe this http://doc.otrs.org/1.1/html/glossary.html will help you
in some cases. :)

  -Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
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