Hi folks,

Hi Matt

Quick intro: I am Matt Mower, from Evectors software. We're based in London and Italy and develop Knowledge Management software for collaboration, innovation and goal management.

We're just starting to evaluate OTRS (installed on Linux/MySQL) for managing incoming email support & sales inquiries. So far it looks promising but rather daunting.

My first question is about locking & the agent personal queue. I've searched the manual and cannot find reference to either of these.

If I see a ticket in a queue and click "lock" I assumed it would be moved to my personal queue. But what actually happens is that I end up with a flashing "You have 1 new message" message. My personal queue is empty.

My personal queue is never offered in the "Change queue" drop down for tickets.

So my question is: What (& why) is the personal queue?

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. 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. Lars

Thanks,

Matt