I don't think you can, nor am I sure why you would want to only show open tickets? you would have to code a custom view to be able to filter the queue view. If it is to have some other agent deal with the new tickets and assign them to agents then I would make the incoming tickets go into a separate queue, then the agent can assign them to the correct agent and move them into the correct queue. Steve On 3 January 2012 09:23, Nikhil Joshi wrote:

HI,****

Yes I have 2 queues assigned to the agent.****

I want to see only the opened tickets in those 2 queues.****

How to configure that?****

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Thanks and Regards****

Nikhil Joshi****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Steven Carr *Sent:* Tuesday, January 03, 2012 2:33 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] OTRS configuration****

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It should do that already. Have you gone into your Preferences and selected which Queues you want to see in your "My Queues" page?

Steve

****

On 3 January 2012 05:39, Nikhil Joshi wrote:****

Hi,****

I have configured the OTRS and I want to customize it according to my need. ****

****

How to configure the following.****

****

1.I want to see only the tickets which are in process or which are in new state, in the agents queueview.****

****

Regards****

Nikhil Joshi****

Webdynpro Consultant****

ArchitectSAP Solutions | www.ArchitectSAP.comhttp://www.architectsap.com/ | 9960979700****

Pune****

****

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