Hey,
I've been testing OTRS for a few weeks now and I'm really impressed with
its features and customisability. However, I've two questions that I've
been scratching my head with .. hopefully someone will be able to help!
1/ I'm having a problem searching for tickets based on their owner. I'm
using the ticket search function, and am specifying the state as
new/open and the owner as the agent who's active tickets I want to view.
However, the search result shows tickets that other agents own too. Any
ideas? The way I've set up the system (Win32 1.2.2) is that each agent
has a queue, and ownership of tickets it their queue is automatically
set to them - I did this using a generic agent that runs every minute
i.e:
genericagents.pm..
'SetQOwnerRonan' => {
Queue => 'Ronan',
States => ['new', 'open'],
New => {
Queue => 'Ronan',
Owner => 'robrien',
States => ['new', 'open'],
},
2/ Is it possible to have generic search templates shared between
different agents placed on front end? I'm not sure how to share search
templates between users, or the code required to update the dtl file
(what would the action/url be?) Basically I want agents to have 1-click
access to everyone's queue list .. without having to worry about locked
tickets etc..
Thanks again,
Ronan
Ronan O'Brien
IT Team
http://www.thamesreachbondway.com
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