Since we all touch each others tickets at one time or another, I have queues setup like

Erik's Queue But they are not personal queues I have them move the ticket into their queue before they start to work the ticket. I have also disabled ticket locking as best as I can.

Also, you can use the View All tickets and sort by UID. You could also have the tech assign the ticket to someone else before they leave. Or the admin can snatch the ticket from the tech in question. OTRS will do what you want, you just have to be a little creative on how you implament it. Erik Mathis AIU Dunwoody Network Administrator emathis@aiuniv.edu -----Original Message----- From: Gary Traffanstedt [mailto:otrs@traffanconsulting.com] Sent: Saturday, May 03, 2003 1:39 PM To: otrs@otrs.org Subject: [otrs] Out of office admins? 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 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs