Hi, adrian guevara wrote:
Hi,
Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the two problems I have? Please see below:
1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out?
When tickets are closed, you can only search for them.
2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.
Turn on Status View in the Sysconfig http://doc.otrs.org/2.2/en/html/x12516.html#Ticket:Frontend::Agent::Ticket::... Hope this helps! ((enjoy)) -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann