Thanks a lot Tyler,
I've just got one more doubt. There's any way to enforce a custom
field in all ticket of a queue?
Thanks
Thiago.
>
>> Hi, I'm testing OTRS, to see if it fits in my HelpDesk.
>> So far, so good. Very nice piece of software.
>>
>> But (there's allways a but :)) I have 2 doubts :
>>
>> First : when I'm looking at a ticket, the option "Compose Answer
>> (email):" does not have a link. So I can't reply to the requesting
>> user.
>
>
>The queue that the ticket is in has to have a response
>associated with it or
>else there will be no link to compose answer. You can check this under
>Admin, Responses <-> Queue. Make sure that there is some
>response (even if
>it is "empty answer") associated with the Queue. Also there
>are some thread
>entries that will not display the link. One that come to mind
>is "Agent
>Note Internal". There might be others. But, anything thread
>that has the
>term "email" in it should show the link (as long as there is a response
>associated).
>
>
>>
>> Second : There's any way to see all tickets for a queue,
>> even the locked ones? Each queue has a supervisor that should
>> see all tickets for that queue, so he can se if his staff is
>> doing their job. I couldn't find anything like this in OTRS.
>
>
>Use the Utility page. Click on the queue you want to view
>tickets for and
>then click on "search".
>
>Hth,
>
>Tyler Hepworth
>
>
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