That would change the behaviour for the entire system, so any time anyone transferred a ticket to another queue it would unlock automatically. I don't think you can set it per-user.
Glad I could help! Let me know if you need anything else. -- Chris Salter -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 4:36 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Phone View TO: field > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 4:30 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Try adding the following line to your Config.pm file: > > $Self->{UnlockTicket} = 1; > > This causes tickets to unlock when they're moved to a > different queue. At least, it works on my system... :-) > > Let me know if that helps! > > -- > Chris Salter Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP). > > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 4:13 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Phone View TO: field > > > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > > Behalf Of Chris Salter > > Sent: Tuesday, October 28, 2003 3:46 PM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Phone View TO: field > > > > > > Hi Erik, > > > > Do you have two queues then, one for your receptionists and > > one for your help desk? If so, you should have it configured > > with two groups as well, "Receptionists" and "Helpdesk" > > (names can be different, of course). The Receptionist queue > > should be associated with the Receptionist group, and > > Helpdesk queue with the Helpdesk group. Then, when your > > receptionists take a call, they put it in the Receptionist > > queue and then move it to the Helpdesk queue. > > When I try that, it locks the ticket and makes them the > owner. So even if they move the ticket, it is still in the > locked queue. > > > > > > What might cause a problem is if you've got your system set > > up to prevent people from transferring tickets to queues they > > don't have access to. I forget the name of that setting... > > Something to do with ASP. It's in the manual, at any rate. > > If you've got that turned on and it's possible to turn it > > off, that would probably solve your problem. > > I haven't enabled that. > > > > > Does this help? > > > > -- > > Chris Salter > > Erik Mathis > > > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > > Behalf Of Erik Mathis - ATL Dunwoody Staff > > Sent: October 28, 2003 3:25 PM > > To: [EMAIL PROTECTED] > > Subject: [otrs] Phone View TO: field > > > > > > Our Receptionists take incoming calls and forwarded them to > > our helpdesk using their email clients. They also get emails > > from our messaging company which they decrypt and forward on > > to the correct person. > > > > I have setup my OTRS 1.1.3 install to handle the emails from > > the messaging company. This worked great. I gave them there > > own username, group, and queue. > > > > But when they go and use the Phoneview, they can only send > > the ticket to them self's? Now if I add them to the users > > group, they are able to send the ticket to the helpdesk, but > > they then have users rights, and can read and work tickets. > > > > Is there a way to either add a list of "Authorized address" > > or free type in a address? For the PhoneView only? > > > > > > > > Erik Mathis > > AIU Dunwoody Network Administrator > > > > _______________________________________________ > > 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 f|r Ihr OTRS System? > > > _______________________________________________ > 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 f|r Ihr OTRS System? > _______________________________________________ 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 f|r Ihr OTRS System?
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