Hi Uwe, On Mon, Jul 21, 2003 at 12:15:11PM +0200, Ortner, Uwe wrote:
I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner?
OTRS 1.1 provides a view for all open/closed tickets (locked or unlocked) -=> agent interface -=> Utilities -=> Ticket Status. OTRS 1.2 will come with a profile (template) search, so you can create your own view of tickets. If you want to unlock a ticket and you are not the current owner, change the owner and the you are able to unlock it.
How can I see, how much time has been spent (date range) on tickets (queue/subqueue, agent etc.) ?
Zoom the ticket and you will see the accounted time.
Thanks Uwe
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --