The initial default list of agents is only those agents that have the queue you selected in their "My Queues" list. Make sure all of your appropriate agents have the appropriate queues selected under "My Queues". They can pick the queues through their "Preferences" or the admin can do it for them via the "Admin" interface under "User Management". Brett Davis -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: Monday, April 07, 2008 09:35 To: oTRS@otrs.org Subject: [otrs] Streamlining our OTRS configuration, where to find how to change default owners and responsible dropdown selection in new ticke OTRS is working well so far. I am looking for things to tweak in order to streamline our process and came across this issue: When I create a new ticket in either the phone or email ticket creation I am choosing the queue it is going to be placed in. According to that queue I have by default 1 or 2 choices from the owner and responsible drop down menus. If I want to see all the choices I choose the [All] link beside the drop down arrow. My question is how to change the defaults of these drop downs to show either more or less agents to assign to. If I can get different users in place this will be more efficient as to not having to choose the [All] link as often. Your help will be greatly appreciated.

~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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