"My Queues" "New message" "Locket Tickets" question
Hi this has somehow been slowly driving me nuts and I searched through many google searches, mailing lists, etc. but so far have not come up with an answer or solution to a possible issue. Now, it's very possible that I don't fully understand the concept of the "My queues" and if that is the case I apologize in advance. I have setup a default otrs installation and created one agentuser login and a new queue. I have an email account "help" that I have setup so that the tickets go directly to the new queue (called helpdesk). I also have have assigned that queue to the new agentuser and have assigned the notifications and auto-responses. So far so good. Now if a user sends an email to that help address the agent gets an email notification. He logs in and has a new entry under "My Queues (1)". Now if the agent clicks on the Compose Answer (email) -> empty answer link and sends an answer the ticket disappears from his "My queues (0). At this time the "Locked Tickets" link in the upper right shows "(1)". When the user sends a follow up, the agent is getting a notification saying that there was a followup in his email. If he logs into otrs the "My Queues (0)" is still empty, the "Locked Tickets (1) is still showing "(1)" and the link next to it for "New message (1)" shows "(1)" Also above the "My Queues (0)" link he will see "Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 1" Yet, the queue showing in each of those messages always correctly shows "helpdesk". Also rechecked the agents preferences and that "helpdesk" queue is highlighted under the My Queues section. So is this operating properly or am I just slowly going nutso? I would have thought that the tickets would show up under "My Queues" if they belonged to a queue that I am assigned to and until the ticket is closed. At the moment only a brand new ticket shows up under My Queues and as soon as they are answered, locked or follow ups or etc. that page is completely empty, which makes it quite harder to get an overview of what is going on. Thanks in advance for any information that might help either clarify this possibly correct behavior or resolve whatever configuration issue I might have missed or done wrong. Cheers Serge
On Thu, 9 Oct 2008, Serge Pluess wrote:
I would have thought that the tickets would show up under "My Queues" if they belonged to a queue that I am assigned to and until the ticket is closed. At the moment only a brand new ticket shows up under My Queues and as soon as they are answered, locked or follow ups or etc. that page is completely empty, which makes it quite harder to get an overview of what is going on.
Thanks in advance for any information that might help either clarify this possibly correct behavior or resolve whatever configuration issue I might have missed or done wrong.
The default view you are referring (My Queues) only shows tickets that have not been locked to a certain user. It is a general overview for all users assigned to handle those queues. So in order to get that still open, but answered ticket to be shown in queue view, you need to explicitly "Unlock" it after answering. While the ticket is locked to user, only that user can directly see the ticket and that's done via "Locked tickets" when ticket doesn't have new messages and/or via "New messages" when there are new replies. So yes, you have partly misunderstood the functionality. HTH, HAND. -- Jussi Paju - luoja, creator - :: Te audire no possum. Musa sapientum fixa est in aure. :: I can't hear you. I have a banana in my ear.
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Jussi Paju -
Serge Pluess