RE: [otrs] changing ticket owner makes it disappear for others
Actually, it won't show up in the queue view if the ticket is locked, but the other users may still view it through search results if necessary. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Christophe Zwecker [mailto:doc@zwecker.de] Sent: Tuesday, April 05, 2005 10:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] changing ticket owner makes it disappear for others ok, there is just some actions that can only be performed if the ticket has an owner, thats why I asked.. thx alot Stefan Rother wrote:
Hi Chris,
we are admins with different fields of work, I created 3 queues by our names. we got an incoming queue. Everyone can see tickets in the other queues. however when one assignes a ticket to him, the other ones seem not to be able to see the tickets anymore, how can I change this ?
and also I wonder what ticketlocking is for, so no other can change the ticket ? we dont need that can it be disabled at all ?
Please assigne the Ticket only in a other Queue, not to a person directly. If you change the owner, the Ticket is locked and only the owner see this Ticket.
with kind regards,
Stefan Rother
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
-- Christophe Zwecker mail: doc@zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away" _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Hello! You can view all locked tickets in queue view using this setting in Config.pm: $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; I think this can solve you needs and also hopefully the other mail you sent to the list today about agent notifications, as everyone will be able to see all tickets in a queue. Bye! On 5 Apr 2005 at 10:23, Jack Doyle wrote:
Actually, it won't show up in the queue view if the ticket is locked, but the other users may still view it through search results if necessary.
----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems
Public key: http://keys.thajack.com/jd_lgc_public.asc
-----Original Message----- From: Christophe Zwecker [mailto:doc@zwecker.de] Sent: Tuesday, April 05, 2005 10:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] changing ticket owner makes it disappear for others
ok, there is just some actions that can only be performed if the ticket has an owner, thats why I asked..
thx alot
Stefan Rother wrote:
Hi Chris,
we are admins with different fields of work, I created 3 queues by our names. we got an incoming queue. Everyone can see tickets in the other queues. however when one assignes a ticket to him, the other ones seem not to be able to see the tickets anymore, how can I change this ?
and also I wonder what ticketlocking is for, so no other can change the ticket ? we dont need that can it be disabled at all ?
Please assigne the Ticket only in a other Queue, not to a person directly. If you change the owner, the Ticket is locked and only the owner see this Ticket.
with kind regards,
Stefan Rother
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
-- Christophe Zwecker mail: doc@zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de
"Reality is that which, when you stop believing in it, doesn't go away"
--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
ah ok, thats nice! thx. I can see all tickets now problem is I cant close tickets which are owned by somone else, is it possible to have that ? I cant even change owner on locked tickets .. thx for your help! Chris Victor Rodriguez Cortes wrote:
Hello!
You can view all locked tickets in queue view using this setting in Config.pm:
$Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"];
I think this can solve you needs and also hopefully the other mail you sent to the list today about agent notifications, as everyone will be able to see all tickets in a queue.
Bye!
-- Christophe Zwecker mail: doc@zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"
Obviously, you must allow this in your "users<->groups" profile via the Admin interface... ;-) It's necessary to check the "change owner" option explicitly!! This way you can grab a ticket owned by anyone else and take ownership by your self to do anything you want. Bye! On 7 Apr 2005 at 13:46, Christophe Zwecker wrote:
ah ok, thats nice! thx. I can see all tickets now
problem is I cant close tickets which are owned by somone else, is it possible to have that ? I cant even change owner on locked tickets
..
thx for your help!
Chris
Victor Rodriguez Cortes wrote:
Hello!
You can view all locked tickets in queue view using this setting in Config.pm:
$Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"];
I think this can solve you needs and also hopefully the other mail you sent to the list today about agent notifications, as everyone will be able to see all tickets in a queue.
Bye!
-- Christophe Zwecker mail: doc@zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de
"Reality is that which, when you stop believing in it, doesn't go away"
--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
participants (3)
-
Christophe Zwecker -
Jack Doyle -
Victor Rodriguez Cortes