Hi all: "My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them). -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
Jesús M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them).
I am not sure how your queue structure is setup, but you could make new queues for such states and then just move the ticket by statechange to a new queue which is not a part of your My Queues preference. The other option is to use the locking function, which allows you to show your tickets depending on a couple of filter options. I hope this has helped a little. --Shawn
Hi, Shawn: El Miércoles, 27 de Junio de 2007 12:05, Shawn Beasley escribió:
Jesús M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them).
I am not sure how your queue structure is setup, but you could make new queues for such states and then just move the ticket by statechange to a new queue which is not a part of your My Queues preference.
I'm using one queue per client, so ClientA tickets go to ClientA queue and so on because we have a "flat" support technician structure since we come in at 2nd and 3rd level support.
The other option is to use the locking function, which allows you to show your tickets depending on a couple of filter options.
I can't find it. On the "locked tickets" view I can order them by some criteria (age, queue, priority and client number), but I can't find any filter option. The only thing that more or less fits the bill is the "search" option, where I can have a pre-saved model matching my criteria. Problem with it is that it goes away from the "natural" flux of the interface (you can't take advantage of any default view or default step after some action). -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
Jesús M. Navarro schrieb:
Hi, Shawn:
El Miércoles, 27 de Junio de 2007 12:05, Shawn Beasley escribió:
Jesús M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them). I am not sure how your queue structure is setup, but you could make new queues for such states and then just move the ticket by statechange to a new queue which is not a part of your My Queues preference.
I'm using one queue per client, so ClientA tickets go to ClientA queue and so on because we have a "flat" support technician structure since we come in at 2nd and 3rd level support.
The other option is to use the locking function, which allows you to show your tickets depending on a couple of filter options.
I can't find it. On the "locked tickets" view I can order them by some criteria (age, queue, priority and client number), but I can't find any filter option.
The only thing that more or less fits the bill is the "search" option, where I can have a pre-saved model matching my criteria. Problem with it is that it goes away from the "natural" flux of the interface (you can't take advantage of any default view or default step after some action).
Then i would recommed creating sub-queues for statuses that should not be shown directly, then not including these in your my queues selection client A client A :: pending auto for example. Then you can send all of your auto close tickect to this queue. Then, if not selected in your my queues preference, you will not see this queues tickets without moving into the queue. I hope this helps --Shawn
If you ask me, you can edit your system to do that filtering for you in the /Kernel/Modules/AgentTicketQueue.pm. You can edit that file to exclude the tickets with pending state (or what ever state you want). Peter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Monday, July 02, 2007 12:51 PM To: otrs@otrs.org Subject: [otrs] Re: Tickets shown on "my queues" view Jesus M. Navarro schrieb:
Hi, Shawn:
El Miercoles, 27 de Junio de 2007 12:05, Shawn Beasley escribio:
Jesus M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them). I am not sure how your queue structure is setup, but you could make new queues for such states and then just move the ticket by statechange to a new queue which is not a part of your My Queues preference.
I'm using one queue per client, so ClientA tickets go to ClientA queue and so on because we have a "flat" support technician structure since we come in at 2nd and 3rd level support.
The other option is to use the locking function, which allows you to show your tickets depending on a couple of filter options.
I can't find it. On the "locked tickets" view I can order them by some criteria (age, queue, priority and client number), but I can't find any filter option.
The only thing that more or less fits the bill is the "search" option, where I can have a pre-saved model matching my criteria. Problem with it is that it goes away from the "natural" flux of the interface (you can't take advantage of any default view or default step after some action).
Then i would recommed creating sub-queues for statuses that should not be shown directly, then not including these in your my queues selection client A client A :: pending auto for example. Then you can send all of your auto close tickect to this queue. Then, if not selected in your my queues preference, you will not see this queues tickets without moving into the queue. I hope this helps --Shawn _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Petar Kazakov schrieb:
If you ask me, you can edit your system to do that filtering for you in the /Kernel/Modules/AgentTicketQueue.pm. You can edit that file to exclude the tickets with pending state (or what ever state you want).
Peter
could this not be a trap then to forget tickets? --Shawn
Hi, Shawn: El Jueves, 5 de Julio de 2007 09:21, Shawn Beasley escribió:
Petar Kazakov schrieb:
If you ask me, you can edit your system to do that filtering for you in the /Kernel/Modules/AgentTicketQueue.pm. You can edit that file to exclude the tickets with pending state (or what ever state you want).
Peter
could this not be a trap then to forget tickets?
No, it can't. Once the "pending state" period ends up, tickets are either silently closed (as expected in the "autoclose+/-" state or they "awake" when the pending state period ends and then a messege is sent to the ticket manager. Only chance for a pending ticket to be forgotten is by putting it on a pending state with no end date; just don't do that: it doesn't make sense for an issue tracker tool. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com
participants (3)
-
Jesús M. Navarro -
Petar Kazakov -
Shawn Beasley