Mike,
Probably
what you want to do is in the Admin under the “Queue” settings for that Queue
you could set the “Unlock timeout” to a shorter time period so the tickets
automatically unlock themselves within a certain period of time.
Art Powell
Diamond IT Services
1-512-517-6472
[EMAIL PROTECTED]
For support email
[EMAIL PROTECTED]
-----Original
Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]On Behalf Of Michael
K. Smith - Adhost
Sent: Friday, October 07, 2005
10:24 AM
To: [email protected]
Subject: [otrs] Showing Ticket
Owner and State by Default
Hello:
We are using OTRS as a frontline trouble ticketing system between a tech
support department and outside customers. The present method of hiding
the tickets from the group when an individual has ownership or a lock is
causing us some issues because of shift changes and other things.
Is there a way to have all tickets, including those opened and owned by an
individual, displayed at all times? In addition, is it possible to show
the ownership and ticket state (new,open) as well?
Thanks,
Mike
Smith
|
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