On Thu, 9 Oct 2008, Serge Pluess wrote:
I would have thought that the tickets would show up under "My Queues" if they belonged to a queue that I am assigned to and until the ticket is closed. At the moment only a brand new ticket shows up under My Queues and as soon as they are answered, locked or follow ups or etc. that page is completely empty, which makes it quite harder to get an overview of what is going on.
Thanks in advance for any information that might help either clarify this possibly correct behavior or resolve whatever configuration issue I might have missed or done wrong.
The default view you are referring (My Queues) only shows tickets that have not been locked to a certain user. It is a general overview for all users assigned to handle those queues. So in order to get that still open, but answered ticket to be shown in queue view, you need to explicitly "Unlock" it after answering. While the ticket is locked to user, only that user can directly see the ticket and that's done via "Locked tickets" when ticket doesn't have new messages and/or via "New messages" when there are new replies. So yes, you have partly misunderstood the functionality. HTH, HAND. -- Jussi Paju - luoja, creator - :: Te audire no possum. Musa sapientum fixa est in aure. :: I can't hear you. I have a banana in my ear.