Hi, I have OTRS 2.4.7 up and running, and have just had a look at Sub Queues. I have created one, but cannot see it on my dashboard. I am basically looking for a way for browsing through the different sub queues from the dashboard. I wish to use sub queues because we could do with separating jobs out into various categories - such as repairs, long term etc, and keeping these out of the main incoming helpdesk requests. Any help would be much appreciated. Regards, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################
Hi Guy,
Log into OTRS
Click the "Preferences" button at the top
On the right hand side under [ My Queues ] have you selected your new sub
queue? If not, select it and click "Update".
Regards,
David
On Fri, Feb 26, 2010 at 10:46 AM, Guy Baxter
Hi,
I have OTRS 2.4.7 up and running, and have just had a look at Sub Queues. I have created one, but cannot see it on my dashboard. I am basically looking for a way for browsing through the different sub queues from the dashboard. I wish to use sub queues because we could do with separating jobs out into various categories - such as repairs, long term etc, and keeping these out of the main incoming helpdesk requests.
Any help would be much appreciated.
Regards,
Guy.
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Hi, Thanks for the quick reply. I have both the main queue and the sub queue selected as my queues, howvere there is no separation for these queues with my dashboard - eg, i cannot see that they are in a separate queue - I could do with this feature to improve the usefullness of the system to our team. Regards, Guy This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################
Hi,
What I've noticed about how queues and subques are shown is the following:
Once a ticket arrives to a sub-queue, it's first shown as belonging to the
main queue, if you click on that main queue, then the subqueues (with its
tickets) will show up.
You could also modify the source code of the dashboard according to
http://www.mail-archive.com/otrs@otrs.org/msg28617.html in order to show the
sub-queue where each ticket belongs.
Leonardo Certuche
On Fri, Feb 26, 2010 at 6:32 AM, Guy Baxter
Hi,
Thanks for the quick reply.
I have both the main queue and the sub queue selected as my queues, howvere there is no separation for these queues with my dashboard - eg, i cannot see that they are in a separate queue - I could do with this feature to improve the usefullness of the system to our team.
Regards,
Guy
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Thanks for the reply. I have created a custom theme and modified that accordingly. OTRS would be replacing our current system called Request Tracker by Best Practical. in RT there is a link to each queue on the main page - I would like something similar to this if possible, i.e a view for each queue. The view I would like is achievable by clicking on "my queues" and clicking on the queue of a ticket in the subqueue - this shows all tickets within that subqueue. Is this possible? Regards, Guy Baxter This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################
Hi Guy,
If you give the appropiate permissions to your agents and if they have all
queues selected in "My Queues" then they'll be able to see all tickets in
each queue and, after clicking on any of them, they'll be able to see how
many tickets each sub-queue has, if they click it, they'll see the tickets
each subquee has.
Leonardo Certuche
On Fri, Feb 26, 2010 at 11:07 AM, Guy Baxter
Thanks for the reply. I have created a custom theme and modified that accordingly.
OTRS would be replacing our current system called Request Tracker by Best Practical. in RT there is a link to each queue on the main page - I would like something similar to this if possible, i.e a view for each queue.
The view I would like is achievable by clicking on "my queues" and clicking on the queue of a ticket in the subqueue - this shows all tickets within that subqueue.
Is this possible?
Regards,
Guy Baxter
This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them.
Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College.
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participants (3)
-
David Holder -
Guy Baxter -
Leonardo Certuche