Hi Lars,

Lars Monsees wrote:

...

The personal queue is used to show tickets that are not locked and in one of the queues you declared as your "personal queues". So, this is just a compilation of tickets you might be interested in.

I don't understand what you mean when you say "declared as one of your personal queues." In the preferences I can see a list of 'custom queues' however:

Sorry for being unprecise. Nevertheless, you found what I meant =)

For my agent 'custom queues' contains the queue 'support'. The support queue has 3 new items but my personal queue is empty.

Is the queue 'support' just listed or have you also selected it (just to make sure)? If it is selected and the tickets in that queue are not locked then they should appear in your personal queue.

Maybe personal queues are not custom queues? If not, where are personal queues defined? And what are custom queues?

Whatever you select in your agents preferences under 'custom queues' is used to select unlocked tickets from and to show these in your personal queue.

I'm confused...

Me too, sometimes =)

...

When you lock a ticket, you can actually see it by clicking on locked tickets" in the upper right corner. And as this ticket is locked, it isn´t shown in your personal queue anymore. Otherwise, > agents who have that specific queue in their personal queue too, > would see this ticket.

Does locking an item imply ownership? In most ticketing systems I have used you have verbs like "Take" and "Release" to imply that you are taking/giving up ownership of the issue.

Yes (Actually an agent remains the owner (also when the ticket is unlocked) until some other agent locks the ticket and therefore becomes the new owner).

Regards,

Matt