27 Nov
2007
27 Nov
'07
1:55 p.m.
Kris Jacobs wrote:
Ah, I just formulated some further thought:
Could I simply create 1 queue per agent?
That way, in this IT department, there would be one 'main' queue, and when a ticket is assigned or when someone takes ownership of the ticket, it is moved to an agent's individual queue. The department manager should always be able to view ALL tickets in ALL queues.
I don't see a need to create a queue for every agent, I'd say locking would be enough. I would enable StatusView (Frontend::Module###AgentTicketStatusView under Frontend::Agent::ModuleRegistration), which adds the StatusView button to the OTRS toolbar and the department manager could use that to get a quick overview of all tickets. Nils Breunese.