Hello Florent, That depends on your SL. You can change these things on here: SysConfig > Ticket > Frontend::Agent::Ticket::ViewQueue Unfortunately this one refers on the ticket age not on the "time spent since last customer reply". Cheers, Daniel --------- Tuesday, October 11, 2005, 11:02:53 AM, you wrote: Florent> Hi all, Florent> Is there a mean to change the date before blinking ? Florent> I don't know what is th delay by default before blinking but can it be Florent> changed ? Florent> Thx Florent> Florent

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-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]De la part de otrs-request@otrs.org Envoye : lundi 10 octobre 2005 22:47 A : otrs@otrs.org Objet : otrs Digest, Vol 27, Issue 12

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Today's Topics:

1. RE: Showing Ticket Owner and State by Default (Art Powell) 2. trouble adding new users otrs 2.0.2 (Dougan, Linda A) 3. Re: Why do the names of the queues blink? and "ExpandTicketZoom" Problem (Ken Kilgore) 4. RE: Why do the names of the queues blink? and"ExpandTicketZoom" Problem (Seigafuse, Mike)

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Message: 1 Date: Mon, 10 Oct 2005 13:09:45 -0500 From: "Art Powell" Subject: RE: [otrs] Showing Ticket Owner and State by Default To: "'User questions and discussions about OTRS.org'" Message-ID: <000c01c5cdc5$cc33ded0$642001ac@austin.rr.com> Content-Type: text/plain; charset="us-ascii"

Mike,

Probably what you want to do is in the Admin under the "Queue" settings for that Queue you could set the "Unlock timeout" to a shorter time period so the tickets automatically unlock themselves within a certain period of time.

Art Powell Diamond IT Services 1-512-517-6472 art@diamonditservices.com

For support email support@diamonditservices.com

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Michael K. Smith - Adhost Sent: Friday, October 07, 2005 10:24 AM To: otrs@otrs.org Subject: [otrs] Showing Ticket Owner and State by Default

Hello:

We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things.

Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well?

Thanks,

Mike Smith