New tickets created when generic agent runs - how to turn off
Hi ES and Gerald, thank you for your responses, There are a couple things I am trying to solve for. One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening. I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above. A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try? Thank you so much for your help! Leah
I also like to set auto owner if agent responds or if re-open. How did you do it ? your point 1? On 1/9/2014 10:09 PM, Leah Kelly wrote:
Hi ES and Gerald, thank you for your responses,
There are a couple things I am trying to solve for.
One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening.
I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above.
A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try?
Thank you so much for your help! Leah
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I also like to set auto owner if agent responds or if re-open.
The first agent who responds is the owner of the ticket.
I don't understand "re-open" in this context. If the customer replies to
the (closed) ticket, and that causes the ticket to reopen (by way of queue
followup possible) the original/last owner of the ticket is still the owner.
If an agent is able to reply to a ticket, it's because the ticket is locked
to the agent as owner (so not necessary to set) and if the ticket is
unlocked, the agent should choose to be the new owner.
On Thu, Jan 9, 2014 at 11:38 PM, Darshak Modi
I also like to set auto owner if agent responds or if re-open. How did you do it ? your point 1?
On 1/9/2014 10:09 PM, Leah Kelly wrote:
Hi ES and Gerald, thank you for your responses,
There are a couple things I am trying to solve for.
One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening.
I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above.
A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try?
Thank you so much for your help! Leah
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participants (3)
-
Darshak Modi -
Gerald Young -
Leah Kelly