Would changing the lock status after changing queue fix the issue? I seem to remember this changing after making available assign queue functionality from other locations in the OTRS system. If so what setting would I look for? As for assigning queue from the response screen: We have 2 agents and 9 queues. Both agents have access to all queues (including POSTAMASTER). The queues are broken up into a different queue for each different system supported by a different vendor. When an agent first click the new article from the dashboard, they need and wants to pen a response, If they the ticket right then and there the ticket will be in the wrong (POSTMASTER) queue. I would like to be able to prevent tickets from being closed in the POSTAMASTER queue and if it is attempted ask for the Queue when the closing in the POSTMASTER action is attempted. This way they don’t have to back out, assign queue re-write the response and close or then have to dig through the closed tickets to then reassign to the queue (never happens). We may not be following standard helpdesk procedures but when we are dealing with 30-50 tickets a day we need to speed the interaction of the ticket system and reduced steps. Thank you! Scott R. Morgan From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 12:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Changing Queue during reply doesn't make sense. It's an agent-side issue anyway. You don't need to inform your customers about customer-inactionable label changes. Once an agent has changed the ticket queue, it tends to unlock the ticket by default. Since this isn't *your* ticket anymore, it (kind of) makes sense that you'll be thrown back into tickets that you'd have access to, especially if it might be that you sent the ticket to a queue you don't have access to. On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan --------------------------------------------------------------------- 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

What setting will change remove the Reply option if a ticket is in the POSTMASTER queue? Thank you! Scott R. Morgan From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 4:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Alternatively, you can prevent the reply from being generated from Postmaster and reduce available tasks in that queue to essentially Move/Change Queue or Close ticket. On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: Would changing the lock status after changing queue fix the issue? I seem to remember this changing after making available assign queue functionality from other locations in the OTRS system. If so what setting would I look for? As for assigning queue from the response screen: We have 2 agents and 9 queues. Both agents have access to all queues (including POSTAMASTER). The queues are broken up into a different queue for each different system supported by a different vendor. When an agent first click the new article from the dashboard, they need and wants to pen a response, If they the ticket right then and there the ticket will be in the wrong (POSTMASTER) queue. I would like to be able to prevent tickets from being closed in the POSTAMASTER queue and if it is attempted ask for the Queue when the closing in the POSTMASTER action is attempted. This way they don’t have to back out, assign queue re-write the response and close or then have to dig through the closed tickets to then reassign to the queue (never happens). We may not be following standard helpdesk procedures but when we are dealing with 30-50 tickets a day we need to speed the interaction of the ticket system and reduced steps. Thank you! Scott R. Morgan From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 12:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Changing Queue during reply doesn't make sense. It's an agent-side issue anyway. You don't need to inform your customers about customer-inactionable label changes. Once an agent has changed the ticket queue, it tends to unlock the ticket by default. Since this isn't *your* ticket anymore, it (kind of) makes sense that you'll be thrown back into tickets that you'd have access to, especially if it might be that you sent the ticket to a queue you don't have access to. On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Thanks. Any idea when this will be available in the Admin interface? I am not comfortable making this change on my Amazon instance. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229tel:512.949.3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comfile:///scott@mamafus.com / http://www.mamafus.comhttp://www.mamafus.com/ Sent from my iPhone On Jan 27, 2015, at 3:14 AM, Friedrich Kölbel mailto:friedrich.koelbel@kmf.co.at> wrote: Hi Morgan, https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#id-1.... Example 5.3. ACL disabling the closing of tickets in the raw queue, and hiding the close button You can change this easy to benefit Your needs. Regards, Fritz -- ------------------------------------- KMF DatenSysteme Friedrich Koelbel Lagergasse 12 8020 Graz +436764209045 http://kmf.co.at office@kmf.co.atmailto:office@kmf.co.at ------------------------------------- Am 27.01.2015 um 00:58 schrieb Scott R. Morgan: What setting will change remove the Reply option if a ticket is in the POSTMASTER queue? Thank you! Scott R. Morgan From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 4:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Alternatively, you can prevent the reply from being generated from Postmaster and reduce available tasks in that queue to essentially Move/Change Queue or Close ticket. On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: Would changing the lock status after changing queue fix the issue? I seem to remember this changing after making available assign queue functionality from other locations in the OTRS system. If so what setting would I look for? As for assigning queue from the response screen: We have 2 agents and 9 queues. Both agents have access to all queues (including POSTAMASTER). The queues are broken up into a different queue for each different system supported by a different vendor. When an agent first click the new article from the dashboard, they need and wants to pen a response, If they the ticket right then and there the ticket will be in the wrong (POSTMASTER) queue. I would like to be able to prevent tickets from being closed in the POSTAMASTER queue and if it is attempted ask for the Queue when the closing in the POSTMASTER action is attempted. This way they don’t have to back out, assign queue re-write the response and close or then have to dig through the closed tickets to then reassign to the queue (never happens). We may not be following standard helpdesk procedures but when we are dealing with 30-50 tickets a day we need to speed the interaction of the ticket system and reduced steps. Thank you! Scott R. Morgan From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, January 26, 2015 12:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Assign Queue Behavior Changing Queue during reply doesn't make sense. It's an agent-side issue anyway. You don't need to inform your customers about customer-inactionable label changes. Once an agent has changed the ticket queue, it tends to unlock the ticket by default. Since this isn't *your* ticket anymore, it (kind of) makes sense that you'll be thrown back into tickets that you'd have access to, especially if it might be that you sent the ticket to a queue you don't have access to. On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: When in the ticket view and change the Queue for the ticket, it exits the ticket view back to the Dashboard. Is there a way to easily prevent this from occurring? Also I have been looking for a way to assign the queue in the during a reply of a ticket. I have been able to find and activate this option in about 6-7 other places like the ticket/add note screen but I still cannot find a way to assign the queue when replying to the ticket. Thank you! Scott R. Morgan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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