Hi,
Anyone know how I can disable the possibility to lock ticket. I do not
want agents to be able to lock tickets, as they often do this and forget
them.
Any suggestions?
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Hey Jean,
As I was facing a scenario similar to the one that you describe, I just created
a proper cron job which runs in certain intervals and unlocks all tickets in
status locked.
Simple but effective solution against agents forgetting to unlock tickets at
the end of a day J
With
Ticket locking allows optimal work separation between agents. By having
ticket X locked to agent A1, OTRS effectively prevents agents A2..N from
wasting any time with ticket X, since it's currently handled by A1. It also
allows agents to easily see which tickets are not handled at all or in a
Hi,
Anyone know how I can disable so agents cannot bulk close tickets? It
should still be possible to close individual tickets.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
I think you can create an ACL for the AgentTicketBulk view where you
specify on PossibleNot the states that you don't wish to be selectable by
agents.
On Tue, Apr 30, 2013 at 2:06 PM, Jean BROW everyday...@gmail.com wrote:
Hi,
Anyone know how I can disable so agents cannot bulk close
Remove closed from SysConfig option
Ticket::Frontend::AgentTicketBulk###StateType
- Renée
On 30.04.2013 13:24, Bogdan Iosif wrote:
I think you can create an ACL for the AgentTicketBulk view where you
specify on PossibleNot the states that you don't wish to be selectable by
agents.
On Tue,
Hallo Mailingliste,
ich versuche momentan herauszubekommen wie der Ticketfilter des
GenericAgents und der PostmasterFilter arbeitet. Genauer gesagt verstehe
ich nicht wie die Filterfunktion gesetzt werden muss, damit die Kriterien
greifen.
Wenn ich soweit richtig gegoogelt habe, muss man beim
Hallo Michael,
schaue Dir doch mal PostMaster::PreFilterModule###1-Match im SysConfig an.
Darüber filtern wir Abwesenheitsmessages raus.
$Self-{'PostMaster::PreFilterModule'}-{'1-Match'} = {
'Match' = {
'Subject' = '(Abwesenheitsnotiz:|Out of Office AutoReply:)'
},
'Module' =
Habe mich verschrieben. Das muss natürlich heißen:
Das Problem, wie bei Mailfilter GenericAgents die Schlüsselwerte
einzutragen sind, löst es aber leider nicht.
Freundliche Grüße
i.A. Michael Wiegand
IT-Infrastruktur
MHZ Hachtel GmbH Co. KG
Sindelfinger Straße 21
70771
