(sorry if this posted more than once - reconfiguring mailer...) Some newbie questions... Firstly, would you say that the following usage scenario is realistic? 1. New tickets arrive via email, phone or web (customer.pl) all into their own 'incoming' queues or, say, the Raw queue. 2. Dispatch agent - in practice, this can be any of the team or a robot - assigns tickets to team members' (agents') queues, or Spam queue. Tickets should now be marked Open, and ownership goes to the agents. 3. An agent looks at his/her queue, maybe reassigns tickets to another agent, fixes the problem (GOTO 5), or requests more info from the Customer (mark Awaiting more info). 4. Customer supplies info, (GOTO 3). 5. Mark fixed problem ticket Closed, and maybe move it to a common Archive queue. Throughout, auto-priority escalation operates, Spam tickets auto-delete, all agents' combined queues provide a super-view of the system. More questions: How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent? The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal... Why are some queues red? What actions lock a message? can I make it possible to only manually lock a ticket? How is PersonalQueue useful? Why is the default config set for some tickets to start in Raw and some in Postmaster? When might a ticket be reassigned to a different customer? What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean? Sorry this is a long list of questions, I'm sure there will be more. The manual gives a lot of detail on installation bu little on usage and procedures. Thanks in advance for the answers, djw Thanks for giving this your attention, djw@spyderworks.co.uk
Hi David, On Wed, Jun 04, 2003 at 11:00:05AM +0100, David West wrote:
Firstly, would you say that the following usage scenario is realistic? [...]
Yes.
More questions:
How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent?
The ticket state is new till the customer gets an answer/info!
The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal...
In the blinking queue is the oldest (open and unlocked) ticket. You should work on it (lock it, write the customer an answer (info).
Why are some queues red?
It's a kind of highlighting. If there is a ticket older the 1440 min. in a queue, the queue will be orange. Is a ticket older 2880 min. in a queue, the queue will be red. It's configurable (HighlightAge1, HighlightColor1, HighlightAge2, HighlightColor2).
What actions lock a message?
Each action which needs write access (e. g. compose answer, phone with the customer, ...).
can I make it possible to only manually lock a ticket?
You should not do that. You will run in trouble - locking problem.
How is PersonalQueue useful?
It's a queue selection of preferred queues. On click and you will see all your interesting (unlocked) tickets.
Why is the default config set for some tickets to start in Raw and some in Postmaster?
Where?
When might a ticket be reassigned to a different customer?
Zoom a ticket and clock on "Customer" and you will be able to change the customer.
What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean?
The ticket is pending for state "closed successful" or "closed unsuccessful" till the customer writes an follow up. Pending Reminder means the ticket will shown again (info on the webinterface) that the agent needs to look on it.
djw
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:47pm up 110 days, 1:12, 9 users, load average: 0.05, 0.19, 0.25
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Martin Edenhofer