Thanks a lot Tyler, I've just got one more doubt. There's any way to enforce a custom field in all ticket of a queue? Thanks Thiago.
Hi, I'm testing OTRS, to see if it fits in my HelpDesk. So far, so good. Very nice piece of software.
But (there's allways a but :)) I have 2 doubts :
First : when I'm looking at a ticket, the option "Compose Answer (email):" does not have a link. So I can't reply to the requesting user.
The queue that the ticket is in has to have a response associated with it or else there will be no link to compose answer. You can check this under Admin, Responses <-> Queue. Make sure that there is some response (even if it is "empty answer") associated with the Queue. Also there are some thread entries that will not display the link. One that come to mind is "Agent Note Internal". There might be others. But, anything thread that has the term "email" in it should show the link (as long as there is a response associated).
Second : There's any way to see all tickets for a queue, even the locked ones? Each queue has a supervisor that should see all tickets for that queue, so he can se if his staff is doing their job. I couldn't find anything like this in OTRS.
Use the Utility page. Click on the queue you want to view tickets for and then click on "search".
Hth,
Tyler Hepworth
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