Lars Monsees wrote:
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. >
I don't understand what you mean when you say "declared as one of your personal queues." In the preferences I can see a list of 'custom queues' however:
Cool. I think it would make sense to change the terminology on the preferences screen to match what is in the agent view.
Whatever you select in your agents preferences under 'custom queues' is used to select unlocked tickets from and to show these in your personal queue.
Right, thanks.
What is the state of play re: maintenance of OTRS? Are there lots of folks at work on the code & documentation?
Does locking an item imply ownership? In most ticketing systems I have used you have verbs like "Take" and "Release" to imply that you are taking/giving up ownership of the issue.
Yes (Actually an agent remains the owner (also when the ticket is unlocked) until some other agent locks the ticket and therefore becomes the new owner).
Okay.
Thanks for your help Lars.
M
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