escalation and visible Queues
Hello! I have two problems! Hope someone can help me! 1. If I give ro-permission to a user, he can't see the queues with their tickets in it. So, I set in Kernel/Config.pm $Self->{QueueViewAllPossibleTickets} = 1; But this changes nothing. The queue isn't visible. I configured all queues as favourites Queues in the profile of the agent. If I give rw-permission the queue ist visible but thats not the solution... 2. If I set an escalation time and an unlocked time on the queue, it happens the following: Escalation happens on the written time on the queue, but the mail is be sent minutes later. The same with unlocked ticket: It unlock the ticket one hour later, than written on the queue, but the notification for unlocked ticket is sent at the same time the ticket gets unlocked. Can someone help me! Thanks...
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Brigitte, On Di, Sep 27, 2005 at 04:27:26 +0200, Brigitte Neumärker wrote:
If I set an escalation time and an unlocked time on the queue, it happens the following: Escalation happens on the written time on the queue, but the mail is be sent minutes later. The same with unlocked ticket: It unlock the ticket one hour later, than written on the queue, but the notification for unlocked ticket is sent at the same time the ticket gets unlocked.
This behaviour is caused by the cronjobs that unlock the tickets or escalate them. Execute the cronjobs mor ofthen (the interisting jobs for your problems might be UnlockTickets.pl and all jobs for GenericAgent.pl). Ciao, Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOklYTFWOq90iSiERAsl3AKCKzVBY1pvx6PZ+hH6JTmliiak/DACfQ4ZB mfEXAIh8RL7EJBxKOqHmLsU= =Yrs4 -----END PGP SIGNATURE-----
participants (2)
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Brigitte Neumärker -
Christian Schoepplein