Xavier Fustero wrote:
Hi Damir, I have the same problem than Thomas. I have installed OTRS but I am a little bit lost on the way it manages queues. I have created 3 queues (q.Incoming, q.Sysadmin1, q.Sysadmin1.done), one group called 'sysadmin' and a user called 'sysadmin1'. I would like that everytime sysadmin1 login, he would be able to see his 3 queueus. Hower I can only see 1 queue 'q.Incoming' because it has 1 message. The other never appear. The user has all permissions for the group 'sysadmin' so it should be able to see them. I have changed his Preferences selecting all 3 queues as My Queues but he still doesn't seem able to see them.
I would like also to be able to see the queues from another user say sysadmin2. Is this possible?
That is an another thing. Only queues which have unresolved (ie. open) tickets are shown. Other queues are not. But you can reach them through the use of Search. Just type in some parameters that will show some tickets. For example, if you're interested in all the tickets that were posted last week go there and type a date range or select last 7 days. The only prerequisite is membership in 'stats' group. QueueView page is designed primarily for people who answer unresolved tickets as I see it and so it does not offer you to see closed tickets. Another way would be creating Customer User who would be a member of group of Customers whose tickets you want him to see. He could then see all those tickets the same way each customer already sees his own tickets (if he selects option: show closed tickets in his preferences). I havent tried this last option but it should work too. Regards, Damir