Hello Markus,

Thanks for you quick response.

Question here: if it's not using that feature, how is the agent supposed to find out that there's a work order waiting for his acceptance?

Besides, we're not using the "accepted" state for workorders on our workflow :( but surpringinly enough, to some users that counter is actually increasing

Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent?

Thanks in advance,

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia

On 30 November 2010 11:28, Markus Esche <markus.esche@otrs.com> wrote:

Hi Leonardo,

the coounter is only active if the WO Agent has accepted this workorder.
If the state of the workorder is only in created, then it won't appear in the list.

Hth,
Markus

On 30.11.2010, at 18:22, Leonardo Certuche wrote:

> Hello there,
>
> On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him.
>
> The Agent has RW permission under the following groups:
> itsm-change
> itsm-change-builder
> itsm-change-manager
> users
>
> Am I missing some other configuration?
>
> Thanks in advance,
>
> Leonardo Certuche
> www.itconsultores.com.co
> Medellín, Colombia
>

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