Yes, such a feature is not available, or at least I am just another person who can not find it. However you can change the SQL query for ticketview to remove the filtering of unlocked tickets. On Friday 18 June 2004 20:57, D. Ryan Spott wrote:

I am using OTRS v1.2.3 to support many clients.

My supervisor would like to know how we can view "locked" tickets in the queue view and zoom view for all agents.

Is this a setting I somehow missed?

Thanks!

ryan

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Robert, I am obviously very dense here. I scrounged all around looking to see how I could make locked tickets show up in the general queue instead of being hidden. What change should I make to make this happen? My boss is adamant that we be able to see all tickets regardless of status, all the time. Thanks! ryan

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Tuesday, June 22, 2004 1:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue View: Showing locked tickets.

On Friday, June 18, 2004 7:57 PM D. Ryan Spott wrote:

...

My supervisor would like to know how we can view "locked" tickets in the queue view and zoom view for all agents. Is this a setting I somehow missed?

Yes and no.

We designed -or better: pre-configured OTRS so that it only displays a certain type of tickets. This is determined by these setting:

# ViewableLocks # default: ["'unlock'", "'tmp_lock'"] $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];

# ViewableStateType # (see http://yourhost/otrs/index.pl?Action=AdminState -> StateType) $Self->{ViewableStateType} = ['new', 'open', 'pending reminder', 'pending auto'];

Another way is to use the search utility. You cannot search for locks explicitly, but the utility spits out locked tickets nonetheless.

hth,

Robert Kehl

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