Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David _________________________________________________________________
There's an 'All' button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don't know, but there should be a config for the max. subject length. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 17:33 An: otrs mailing Betreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David ________________________________ Turn email contacts into buddies, and you could win. Enter today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22
Thanks, Daniel. I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: obee@myhammer.deTo: otrs@otrs.orgDate: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. _________________________________________________________________
Hi David. The active queue is displayed in bold. If your example is correct, then you were not viewing the Tier2-support queue but 'My Queues'. The behavior I described is correct and works: 'All tickets' displays all open, new and pending tickets of the queue - locked or not. Sad but true it won't display the locking status and/or owner unless you're zooming in. Could be worth a feature request though. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 18:13 An: otrs mailing Betreff: Re: [otrs] Queue view issue Thanks, Daniel. I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&Vie... - Tickets available: 1 - All tickets: 1http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&Vie... Queues: My Queues (1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0 - Junk (2)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=3 - Tier1-support (1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=2 - Tier2-support (1)http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=5 David ________________________________ From: obee@myhammer.de To: otrs@otrs.org Date: Thu, 27 Nov 2008 17:37:33 +0100 Subject: Re: [otrs] Queue view issue There's an 'All' button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don't know, but there should be a config for the max. subject length. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David Eco Gesendet: Donnerstag, 27. November 2008 17:33 An: otrs mailing Betreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David ________________________________ Turn email contacts into buddies, and you could win. Enter today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA22 ________________________________ Messenger wants to send you on a trip. Enter today.http://www.messengerbuddies.ca/?ocid=BUDDYOMATICENCA21
Hi, I have tired below setting, In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue. However, from the agent1 account which locked one ticket, the "LockedTickets" on the top shows nothing. It should be 1 there. Also, when I list the tickets, it doesn't show the owner of the ticket in the right frame,unless I zoom it. Does anyone know how to sovle these issue? Thank you. From: david.eco@msn.comTo: otrs@otrs.orgSubject: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 12:12:31 -0500 Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: obee@myhammer.deTo: otrs@otrs.orgDate: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. Messenger wants to send you on a trip. Enter today. _________________________________________________________________
Hi all, When I added "lock" to Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: The queue shows all locked and unlocked tickets. But my "LockedTickets" becomes 0. However, when I click it, it shows my locked tickets. I guess this is a bug. Can any body confirm? Thanks. David From: david.eco@msn.comTo: otrs@otrs.orgSubject: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 15:10:54 -0500 Hi, I have tired below setting,In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: I added one more condition 'lock', then all the locked and unlocked tickets are shown in the queue. However, from the agent1 account which locked one ticket, the "LockedTickets" on the top shows nothing. It should be 1 there.Also, when I list the tickets, it doesn't show the owner of the ticket in the right frame,unless I zoom it.Does anyone know how to sovle these issue? Thank you. From: david.eco@msn.comTo: otrs@otrs.orgSubject: RE: [otrs] Queue view issueDate: Thu, 27 Nov 2008 12:12:31 -0500 Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, but from admin account, "All tickets" shows one ticket only. Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) David From: obee@myhammer.deTo: otrs@otrs.orgDate: Thu, 27 Nov 2008 17:37:33 +0100Subject: Re: [otrs] Queue view issue There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it displays the locked tickets too. With the subject I don’t know, but there should be a config for the max. subject length. Greez Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von David EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] Queue view issue Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David Turn email contacts into buddies, and you could win. Enter today. Messenger wants to send you on a trip. Enter today. _________________________________________________________________
participants (2)
-
David Eco -
Obee, Daniel