Hi all,
I've pretty much the same question as Mujtaba Karim. We work with a
small support team that is well played into each other and need the
possibility to handle the same tickets, so the locking mechanism is for
us not the best option.
We have looked trough all the settings, but weren't able to discover
something that disables the locking completely. We solve it now by
running a script on the database every minute that removes all the lock
states.
So we're wondering if it's possible to disable the lockstate all
together?
Thanks in advance,
Mikhail
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gabriele D'Andrea
Sent: woensdag 24 oktober 2007 12:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Maybe you are making confusion.
Locking a ticket means assigning it to a specified agent: in this way
you
are sure that only one agent can work on the ticket.
This is different from ticket states: a ticket can be in state open,
closed,
new, etc., regardless if it's been locked or not.
Finally, you're concerned about customers notifications, you can
enable/disable different type of notifications on a per queue basis, in
the
queue configuration
----- Original Message -----
From: "Mujtaba Karim"
Hello everybody,
Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database.
I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this.
You can do this in a postmaster filter, but the actual problem is: where
did your "priority 3" go? Ist it still available in the admin-area under
priorities?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Message: 2
Date: Wed, 24 Oct 2007 11:30:09 +0200
From: Torsten Thau
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Message: 3
Date: Wed, 24 Oct 2007 14:58:25 +0500
From: "Mujtaba Karim"