I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!
Hello, Brian,
The tickets you've taken (locked in OTRS) are displayed in the Locked action
item (technically Action=AgentTicketMailbox).
There are different approaches to the design of the queues. I prefer to map
Agents' competences to queues. It's then obvious to add all queues matching
agent's competences to that agent's My Queues.
Regards,
Anton.
2008/11/26 Brian
I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue.
Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked.
Thanks, Any help is appreciated!!!
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Brian, Can you explain a little more about the first part of your question. For the second part of your question: The Queue property is "unlock timeout " in Queue Settings. If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system. see otrs documentation --> http://doc.otrs.org/2.3/en/html/x937.html For example, you can set ticket time to unlock to 1 so tickets are unlocked after 1 minute. (default is 0 - no unlock) Hope this helps, Aris ---------------------------------------------------------------------------- ---- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Sent: Wednesday, November 26, 2008 1:33 PM To: otrs@otrs.org Subject: [otrs] Question about "My Queue" I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!
Hi Brian and Aris, Setting the ticket unlock time to 1 minute worked for me. I also set a cron job to run the "UnlockTickets.pl -all" script every 10 minutes just to make sure that they don't get missed. Now I just need to find out how to disable the notification of "Ticket lock timeout" everytime your create a ticket. Getting that email everytime you create a ticket is rather irritating. It would be a good feature request to allow tickets to be created without locking them. Theunis _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aris Sent: 27 November 2008 06:10 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Question about "My Queue" Brian, Can you explain a little more about the first part of your question. For the second part of your question: The Queue property is "unlock timeout " in Queue Settings. If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system. see otrs documentation --> http://doc.otrs.org/2.3/en/html/x937.html For example, you can set ticket time to unlock to 1 so tickets are unlocked after 1 minute. (default is 0 - no unlock) Hope this helps, Aris ---------------------------------------------------------------------------- ---- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Sent: Wednesday, November 26, 2008 1:33 PM To: otrs@otrs.org Subject: [otrs] Question about "My Queue" I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!
Aris, Thank you I will test this out! For the first part what I'm looking for is that whenever someone creates a ticket or "takes" an email ticket thus becoming the owner of that said ticket it will appear in their "My Queue" this way it is easier for each agent to see what issues/tickets they are working on and are responsible for. Thanks! Aris wrote:
Brian,
Can you explain a little more about the first part of your question.
For the second part of your question: The Queue property is "unlock timeout " in Queue Settings. If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system. see otrs documentation --> http://doc.otrs.org/2.3/en/html/x937.html
For example, you can set ticket time to unlock to 1 so tickets are unlocked after 1 minute. (default is 0 - no unlock)
Hope this helps, Aris
-------------------------------------------------------------------------------- From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Sent: Wednesday, November 26, 2008 1:33 PM To: otrs@otrs.org mailto:otrs@otrs.org Subject: [otrs] Question about "My Queue"
I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue.
Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked.
Thanks, Any help is appreciated!!! ------------------------------------------------------------------------
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Hello, Does anyone know if this is possible? TO have "My Queue" to show only the tickets that the current user/agent owns? Thanks! Brian wrote:
I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue.
Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked.
Thanks, Any help is appreciated!!!
Hi Brian, Den 03/12/2008 kl. 15.50 skrev Brian:
Does anyone know if this is possible? TO have "My Queue" to show only the tickets that the current user/agent owns?
This is probably the most common misunderstanding in OTRS, due to painfully lacking documentation and a weird way to name things. These are the fundamental truths everyone should be aware of: 1: QUEUES contain tickets that NOBODY is working on. 2: LOCKED TICKETS contain tickets that you're working on. 3: If you want to see what EVERYBODY is working on, enable StatusView. This idea is that an agent "locks" a ticket from a queue, works on it and either closes it, if the problem can be resolved, or "unlocks" it, if he/she can't resolve it and want somebody else to take over. "lock" shoud be "assign" and "unlock" should be "release". And StatusView should be enabled by default. Maybe in a future release we will get it :-) The wording is very easy to change in the language file for your chosen OTRS language. I did for our installation, and everybody understands it perfectly clear now. -- Lars
participants (5)
-
Anton Gubar'kov -
Aris -
Brian -
Lars Jørgensen -
Theunis De Klerk