G'day,
The difference between Responsible person and Owner is as expected.
However, if I have on the Queue to unlock after 30mins for example, it
disappeared from the "Lock Tickets". It not in "New Message", "Responsible"
or "Lock Ticket".
If the agent is not working on the ticket, the ticket shouldn't be locked
at all. Therefore, shouldn't be on the "Lock Tickets".
On 1/15/07, Nils Breunese (Lemonbit)
Robert Bui wrote:
Hello all, I am trying to implement OTRS (got it installed and currently testing by 15 people department). If a task is assigned to me and I have added some notes to it, it then get disappeared from my "New Message". How do I get back that ticket without going through search function?
Click 'locked titckets' in the upper righthand corner to see a list of tickets that are locked by you.
Also, what is the differences between "Responsible" and "Owner"?
Owner is the direct owner of the ticket at the moment (the agent that has it locked), you can use responsible to indicate who is responsible for getting the issue in the ticket solved, which doesn't necessarily has to be the person that has locked the ticket.
Nils Breunese.
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