How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary
Hi Gary, On Sat, May 03, 2003 at 10:39:02AM -0700, Gary Traffanstedt wrote:
How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along?
In this case set a 'unlock time' (configurable for each queue - admin interface -=> Queue). The ticket will be unlocked (by OTRS) if the ticket is not answered and the unlock time has reached. Example: * Agent #1 answers a ticket * Agent #1 is on vacation * Customer sends a follow up -=> ticket is now unanswered and still locked for Agent #1 * Ticket will be unlocked by OTRS if unlock time has reached => ticket is visible in QueueView (for all agents)
Gary
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 6:45pm up 77 days, 4:08, 7 users, load average: 0.24, 0.31, 0.25
On 5/4/03 11:19 AM, "Martin Edenhofer" wrote:
In this case set a 'unlock time' (configurable for each queue - admin interface -=> Queue).
The ticket will be unlocked (by OTRS) if the ticket is not answered and the unlock time has reached.
Isn't "Lock Ticket After a Follow-up -> No" supposed to have a similar effect? I asked a similar question and was recommended to set "Ticket Lock after a Followup" to NO. Though it doesn't change anything (in 1.02). -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html
Hi Wes, On Tue, May 06, 2003 at 09:26:04AM -0700, Wes Plate wrote:
In this case set a 'unlock time' (configurable for each queue - admin interface -=> Queue).
The ticket will be unlocked (by OTRS) if the ticket is not answered and the unlock time has reached.
Isn't "Lock Ticket After a Follow-up -> No" supposed to have a similar effect?
I asked a similar question and was recommended to set "Ticket Lock after a Followup" to NO. Though it doesn't change anything (in 1.02).
Sorry, maybe I answerd this wrong. "Lock Ticket After a Follow-up -> No" will lock or unlock a ticket by follow up if the ticket is state closed. If the ticket is locked and open it will not be unlocked. In your case I would set the unlock time or each queue ~120 min. So each agent is able to handle the own follow ups within 2 hours. And if the ticket isn't answered it will be unlocked automatically.
Wes Plate Automatic Duck, Inc.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 7:44am up 80 days, 17:08, 6 users, load average: 0.09, 0.12, 0.09
participants (3)
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Gary Traffanstedt -
Martin Edenhofer -
Wes Plate