Mike,

Probably what you want to do is in the Admin under the “Queue” settings for that Queue you could set the “Unlock timeout” to a shorter time period so the tickets automatically unlock themselves within a certain period of time.

Art Powell

Diamond IT Services

1-512-517-6472

art@diamonditservices.com

For support email support@diamonditservices.com

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Michael K. Smith - Adhost
Sent: Friday, October 07, 2005 10:24 AM
To: otrs@otrs.org
Subject: [otrs] Showing Ticket Owner and State by Default

Hello:

We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers.  The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things.

Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times?  In addition, is it possible to show the ownership and ticket state (new,open) as well?

Thanks,

Mike Smith