Hi Brian,

Den 03/12/2008 kl. 15.50 skrev Brian:

Does anyone know if this is possible? TO have "My Queue" to show only the tickets that the current user/agent owns?

This is probably the most common misunderstanding in OTRS, due to painfully lacking documentation and a weird way to name things.

These are the fundamental truths everyone should be aware of:

1: QUEUES contain tickets that NOBODY is working on.

2: LOCKED TICKETS contain tickets that you're working on.

3: If you want to see what EVERYBODY is working on, enable StatusView.

This idea is that an agent "locks" a ticket from a queue, works on it and either closes it, if the problem can be resolved, or "unlocks" it, if he/she can't resolve it and want somebody else to take over.

"lock" shoud be "assign" and "unlock" should be "release". And StatusView should be enabled by default. Maybe in a future release we will get it :-)

The wording is very easy to change in the language file for your chosen OTRS language. I did for our installation, and everybody understands it perfectly clear now.