Hi,
I am not sure, if that's what You need:
We had the problem, that all agent sould be able, to answer all follow
up tickets.
So I created a sub-queue of the standard queue and threw all locked
tickets in there. Our agents always answer their tickets with "waiting
for successfull close+". If a customer asks again, the status is set to
free (otrs does that) and we move the ticket back into the original
queue.
our generic agent runs every 5 minute and looks like that:
# --
# answered -> all locked tickets are set free in subqueue
# --
'answered' => {
# get all tickets with these properties
Queue => 'standard_queue',
Locks => ['lock'],
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# new queue
Queue => 'standard_queue::answered',
Lock => 'unlock',
},
},
# --
# active_again
#
# --
'active_again' => {
# get all tickets with these properties
Queue => 'standard_queue::answered',
States => ['open','new'],
# new ticket properties
New => {
# new queue
Queue => 'standard_queue',
},
},
# --
HTH, RUDOLF
Am Mittwoch, den 13.04.2005, 11:56 +0200 schrieb bahmed_11:
> hi for all otrs team !
> i have a problem of viewing locked ticked in the queueview ( except for the
> owner but for the other users of the same view). when i tried to make
> $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp-lock'"]; it can be
> seen it the queueviuew but it disapear from the locked ticket (always (0))
> and also nothing appears on new message (at the top).
> so please some one can help me?
> thanks in advance.
> ------------------------------------------
>
> Faites un voeu et puis Voila ! www.voila.fr
>
>
>
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