Hi Gerald, On Mon, Jul 21, 2003 at 12:33:55PM +0200, Gerald Rüscher wrote:
[...] Yeah, same here. Is there some kind of FAQ or READ_THIS_FIRST document?
You should read the FAQ and glossary in the online doc at first.
I'm still struggeling with the concept of queues and messages within OTRS. For instance, I have not yet fully understood which tickets are shown in which views and why.
Ok, a new ticket goes by default into the queue "raw". So what is then the "PersonalQueue"? It seems to me that this is just a view on all my favorite queues.. Is that correct? If so, the name is slightly misleading, it should be more linke "My queues"
It's correct. If you want to change the queue name then you need to add one config option to Kernel/Config.pm $Self->{CustomQueue} = 'My queues';
Next is "Locked Tickets". This again just seems to be a view to all tickets which have been locked by me. Correct? If yes, I feel this should be named "My locked tickets"
Any comments from other users? Should we change this?
But what totally confuses me is the item "New message(s)". Which tickets show up here and why? Anyone has a clue?
If you have locked ticket and the last article isn't from you (e. g. from an other agent or from the customer) then the ticket is shown in "New message(s)". Because you need to look on it, there is a new message.
Jerry
PS: Anyway I find OTRS a great system. I was especially impressed how easy it is to install. It took me a mere 3 hours to become productive. Nice!
Thanks! :-) -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --