Newbie question (or course)...
Good morning, Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for. Thank you in advance for any help. Stephen Morin Grand Virtual, Inc. Montreal, Quebec, Canada smorin@grandvirtual.com
Stephen Morin wrote:
Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for.
I've only been using it for a while so may be wrong but Personal Queue is union of all the queues the user has listed in their preferences. E.g. if the user had support1 and urgent in their prefs then PersonalQueue would show all tickets in support1 or urgent. Creating a queue per user is not a good idea but may work for some situations. I think if you assign ownership of a ticket to a person it becomes locked to them and they can see it by clicking on the lockedtickets link (off to the right hand side). As an aside the raw queue is for stuff that came in addressed to an email not setup in under Email Addresses so it may be useful to fix that first. -- Phil Davis phil.davis@itaction.co.uk
On Mon, Sep 16, 2002 at 03:45:16PM +0100, Phil Davis wrote:
Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for.
I've only been using it for a while so may be wrong but Personal Queue is union of all the queues the user has listed in their preferences. E.g. if the user had support1 and urgent in their prefs then PersonalQueue would show all tickets in support1 or urgent.
Creating a queue per user is not a good idea but may work for some situations.
I think if you assign ownership of a ticket to a person it becomes locked to them and they can see it by clicking on the lockedtickets link (off to the right hand side).
Ja, correct. Thanks Phil!
-- Phil Davis
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
Hi Stephen, On Mon, Sep 16, 2002 at 10:23:36AM -0400, Stephen Morin wrote:
Newbie question. I'm a little confused as to the "PersonalQueue". Is this a queue that is specific to a user? If so, then how can I assign a ticket say from the "Raw" queue to a specific user so that ticket appears in that user's "PersonalQueue". Do individual queues have to be created for each user? If so then what would the "PersonalQueue" be used for.
"PersonalQueue" means a selection of the favorite queue of one user. The user can individual specify this queue selection in "Preferences". If a user (agent) clicks on "PersonalQueue", the favorite queue (e. g. raw, printer, network and software) will be shown (as one queue). If a ticket is assigned to one user (means ticket-owner is the new user and the ticket is locked), this ticket appears in the users "Locked tickets (x)".
Stephen Morin
Have a lot of fun. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
participants (3)
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Martin Edenhofer -
Phil Davis -
Stephen Morin