(snip)
>> >> My first question is about locking & the agent personal queue. I've >> searched the manual and cannot find reference to either of these. >> @Robert: Maybe this should be documented in the manual/FAQ? I had the same problems understanding this feature at the beginning. >> If I see a ticket in a queue and click "lock" I assumed it would be >> moved to my personal queue. But what actually happens is that I end >> up with a flashing "You have 1 new message" message. My personal >> queue is empty. >> >> My personal queue is never offered in the "Change queue" drop down >> for tickets. >> >> So my question is: What (& why) is the personal queue? >> > > The personal queue is used to show tickets that are not locked and in > one of the queues you declared as your "personal queues". So, this is > just a compilation of tickets you might be interested in. > When you lock a ticket, you can actually see it by clicking on > "locked tickets" in the upper right corner. And as this ticket is > locked, it isnÂt shown in your personal queue anymore. Otherwise, > agents who have that specific queue in their personal queue too, > would see this ticket. > > > > Lars > > >> Thanks, >> >> Matt
_______________________________________________ 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? => http://www.otrs.de/
