Damir Dzeko wrote:

Thomas Earl wrote:

...

Greetings to all, Ok, I have RTFM and poured over the config files and I think I'm missing something. My boss wants to be able to see all the tickets (and queues) on the main display when he logs in. Can I do this?

Add his system-user account to all groups (with 'ro' permission at least) to which queues belong. Let him log into his account and in Preferences select desired queues as My Queues. That's it, I'd say.

Regards, Damir

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Hi Damir, I have the same problem than Thomas. I have installed OTRS but I am a little bit lost on the way it manages queues. I have created 3 queues (q.Incoming, q.Sysadmin1, q.Sysadmin1.done), one group called 'sysadmin' and a user called 'sysadmin1'. I would like that everytime sysadmin1 login, he would be able to see his 3 queueus. Hower I can only see 1 queue 'q.Incoming' because it has 1 message. The other never appear. The user has all permissions for the group 'sysadmin' so it should be able to see them. I have changed his Preferences selecting all 3 queues as My Queues but he still doesn't seem able to see them. I would like also to be able to see the queues from another user say sysadmin2. Is this possible? Thanks a lot, Xavi -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

Xavier Fustero wrote:

Hi Damir, I have the same problem than Thomas. I have installed OTRS but I am a little bit lost on the way it manages queues. I have created 3 queues (q.Incoming, q.Sysadmin1, q.Sysadmin1.done), one group called 'sysadmin' and a user called 'sysadmin1'. I would like that everytime sysadmin1 login, he would be able to see his 3 queueus. Hower I can only see 1 queue 'q.Incoming' because it has 1 message. The other never appear. The user has all permissions for the group 'sysadmin' so it should be able to see them. I have changed his Preferences selecting all 3 queues as My Queues but he still doesn't seem able to see them.

I would like also to be able to see the queues from another user say sysadmin2. Is this possible?

That is an another thing. Only queues which have unresolved (ie. open) tickets are shown. Other queues are not. But you can reach them through the use of Search. Just type in some parameters that will show some tickets. For example, if you're interested in all the tickets that were posted last week go there and type a date range or select last 7 days. The only prerequisite is membership in 'stats' group. QueueView page is designed primarily for people who answer unresolved tickets as I see it and so it does not offer you to see closed tickets. Another way would be creating Customer User who would be a member of group of Customers whose tickets you want him to see. He could then see all those tickets the same way each customer already sees his own tickets (if he selects option: show closed tickets in his preferences). I havent tried this last option but it should work too. Regards, Damir