Custom Queue Ticket View
Hi there I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Best regards!!
Isn't that what the 'locked tickets' are? Greets, Daniel -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von magicboiz Gesendet: Freitag, 15. Januar 2010 13:34 An: otrs@otrs.org Betreff: [otrs] Custom Queue Ticket View Hi there I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Best regards!! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Hi, On 15.01.2010, at 14:07, Obee, Daniel wrote:
Isn't that what the 'locked tickets' are?
it is, yes ;-)
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von magicboiz
I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets.
Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules?
Magic, please have a look at the very upper right corner of your OTRS when working as an Agent. There is a Module called "Locked Tickets" (in english of course), this should fit your needs as it does show you all your locked tickets. Even more, you can clic on predefined filter to only see pending tickets or tickets where the pending time is over. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
Hi! Yes it is but also no it is not! In locked tickets other agents may not add notes or do some work for me and administer it. Is it possible to view not only locked tickets but all ticket owned by agent? Thanks Laszlo From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Saturday, January 16, 2010 2:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Custom Queue Ticket View Hi, On 15.01.2010, at 14:07, Obee, Daniel wrote: Isn't that what the 'locked tickets' are? it is, yes ;-) -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von magicboiz I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Magic, please have a look at the very upper right corner of your OTRS when working as an Agent. There is a Module called "Locked Tickets" (in english of course), this should fit your needs as it does show you all your locked tickets. Even more, you can clic on predefined filter to only see pending tickets or tickets where the pending time is over. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-ceb it-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
I guess the easiest way to get there is to safe a search which does so. Notes can always be added (no ownership needed). If you need agents to work on tickets 'owned' by other agents, I would consider to try the 'responsible' feature. Greetz Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Krasznay László Gesendet: Montag, 18. Januar 2010 08:12 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] Custom Queue Ticket View Hi! Yes it is but also no it is not! In locked tickets other agents may not add notes or do some work for me and administer it. Is it possible to view not only locked tickets but all ticket owned by agent? Thanks Laszlo From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Saturday, January 16, 2010 2:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Custom Queue Ticket View Hi, On 15.01.2010, at 14:07, Obee, Daniel wrote: Isn't that what the 'locked tickets' are? it is, yes ;-) -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von magicboiz I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets. Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules? Magic, please have a look at the very upper right corner of your OTRS when working as an Agent. There is a Module called "Locked Tickets" (in english of course), this should fit your needs as it does show you all your locked tickets. Even more, you can clic on predefined filter to only see pending tickets or tickets where the pending time is over. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.commailto:nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebi..., Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
well.....it's true, I didn't notice it. I will investigate this option. Thx!!! On Viernes 15 Enero 2010 14:07:56 Obee, Daniel escribió:
Isn't that what the 'locked tickets' are?
Greets, Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von magicboiz Gesendet: Freitag, 15. Januar 2010 13:34 An: otrs@otrs.org Betreff: [otrs] Custom Queue Ticket View
Hi there
I would like to have a queue custom view that lists only the tickets owned by the agent logged in. In thi way, an agent can hace a quick access to his own tickets without using the search option......Like "My Queues" view, but filtered with the agent tickets.
Is possible to configure OTRS to do it? Do I need to implement o code some new procedures/modules?
Best regards!! --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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participants (4)
-
Krasznay László -
magicboiz -
Nils Leideck - ITSM -
Obee, Daniel