Yes it is possible to unlock the ticket a place back to the queue.
And you are right when you say it is a time consuming task to do that.
So is there an option to automate this process by changing the code or some
kind of rule?
Tnx again
_____
From: Chris Salter [mailto:csalter@educomts.com]
Sent: Fri 11/21/2003 3:00 PM
To: 'User questions and discussions about OTRS.'
Subject: RE: [otrs] Queue question
Is the ticket still locked for the original user? If so, they can unlock
the ticket and that will put it back in the queue. But it could take a long
time for an agent to go through each ticket and unlock it.
--
Chris Salter
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of
Reurings, Chris
Sent: November 21, 2003 8:53 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Queue question
Ok,
I used the wrong description of that function.
But I understand the meaning of it.
The "Ticket Lock after Follow Up" was already configured with "NO",
so I changed it to "YES" and back to "NO",
but with both settings the reply message of a customer was placed in the
personal message list.
What to do?
I understand the meaning of the personal ticket list,
but is there a way to parse reply messages to the corresponding queue and
NOT to the personal messages list?
Thank for your advise,
Chris Reurings
The Netherlands
_____
From: Robert Kehl [mailto:robert.kehl@otrs.de]
Sent: Fri 11/21/2003 2:31 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue question
On Friday, November 21, 2003 2:15 PM
Reurings, Chris
Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box?
They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue http://localhost/otrs/index.pl?Action=AdminQueue Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ http://www.otrs.de/