Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do?
Hi Alex, On Wed, May 21, 2003 at 01:22:21PM -0700, Alex Zheng wrote:
Here is my queue set-up:
IT Software Hardware
So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it.
Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do?
Set the ticket owner. Ticket Zoom -> Set Owner to a specific agent. Then the ticket is locked for the agent -> not shown in the Queue view until the ticket is unlocked. PS: Maybe this http://doc.otrs.org/1.1/html/glossary.html will help you in some cases. :) -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --
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Martin Edenhofer