Agent Interface Questions
Hello - Thank you for an excellent package. I am working on CVS 1.3.x, and have some questions about the agent interface. Please forgive the length. I have scoured the documentation for information but I am still a little confused. Hope someone can help. * What is "My Queues"? No matter what I do I cannot seem to get the increment to change from 0 to something else! * System-wise, what is the difference between the "QueueView" and the special "New Message" and "Locked Tickets" views. * Why does the QueueView show a list, but the PhoneView go directly into a new Ticket form? * Is my understanding correct that: -- QueueView is to show you a list of queues, which contain non-locked tickets which are owned by you or anyone. -- When I lock (grab, take) a ticket, it no longer shows up in QueueView, but "moves" to my special "New Message" or "Locked Tickets" views. -- The buttons New Message and Locked Tickets show tickets owned by me which I have locked and am working on. ... if not could you please set me straight. * How does config.pm setting $Self->{QueueViewAllPossibleTickets} = 1; affect the QueueView? If I set this to 0, would I not then be able to view tickets owned by other agents in the Queues? * I read about these ViewableLock settings for config.pm. What is the effect of having "'lock'" added in? When I had this, it seemed like it broke the "New Message" or "Locked Tickets" views. Is that true? # $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"]; Appreciate your help and assistance. Regards Rick
Hi Rick, On Sun, Jul 11, 2004 at 06:29:43PM +0900, Cogley, Rick wrote:
Thank you for an excellent package. I am working on CVS 1.3.x, and have some questions about the agent interface. Please forgive the length. I have scoured the documentation for information but I am still a little confused. Hope someone can help.
* What is "My Queues"? No matter what I do I cannot seem to get the increment to change from 0 to something else!
A queue selection (selected in preferences) to view it in one line.
* System-wise, what is the difference between the "QueueView" and the special "New Message" and "Locked Tickets" views.
http://doc.otrs.org/1.2/en/html/glossary.html .-)
* Why does the QueueView show a list, but the PhoneView go directly into a new Ticket form?
I think this is already answered in you last email.
* How does config.pm setting $Self->{QueueViewAllPossibleTickets} = 1; affect the QueueView? If I set this to 0, would I not then be able to view tickets owned by other agents in the Queues?
If there are read only queues you don't see this queues in QueueView. If QueueViewAllPossibleTickets is true, the you also see only queues (where you can't lock/work on it) in QueueView.
* I read about these ViewableLock settings for config.pm. What is the effect of having "'lock'" added in? When I had this, it seemed like it broke the "New Message" or "Locked Tickets" views. Is that true?
# $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];
There you can define your lock types. Maybe you need more locks (e. g. lock_5_min) so you could add this hier. -=> Normally you don't need this.
Regards Rick
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
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Cogley, Rick -
Martin Edenhofer