Hi Nicholas,
On Thu, Mar 27, 2003 at 03:30:46PM -0800, Nicholas Veeser wrote:
> So, fundementally I am at a loss for what locking a ticket means.
> When does it happend and why?
If a ticket is locked then nobody else can work (communication with
customer) on it.
> How do queues relate to Locking and incoming mail?
>
> Why is it "new message" and not new ticket in incoming queue?
> Doesn't a message automatically become a ticket and get inserted into
> the correct queue. Shouldn't it be "new ticket"?
>
> Why are locked tickets listed at the top of the menu next to incoming tickets?
> Is that the same as ownership?
>
> Why do queues in QueueView show only new tickets and not open ones?
> Is that tickets that are not "owned"?
>
> Don't I also want to see the stuff I am working on (ie open tickets)?
> by queue and not just by how I work on them?
>
> Summary:
> Basically, I am looking for an explaination of the general/abstract model.
> Mostly my questions come from not understanding your data model.
QueueView: All new or open and unlocked ticket. Ticket without responsible
agent. -=> Somebody need to work on it.
"new message": Your locked tickets where the last article isn't from you.
-=> A other agent or the customer wrote a note or email. You need to check
the last article.
ownership != lock: You can still be the owner and the ticket is closed and
unlocked. But if the ticket is reopend, you will get info about the
followup.
Anymore questions?
> Nicholas
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Old programmers never die. They just branch to a new address.
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