Michael K. Smith - Adhost wrote:
> 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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> => http://www.otrs.de/
Good morning you all!
If I got you right you want something like a customized QueueView that
shows in addition all tickets locked by other agents and their current
states?
That's sounds like a custom feature to me if you don't want to use the
workarround via a search template all the time?!
If you want us to implement that feature for you, please contact us at
[EMAIL PROTECTED] :-)
Have a nice day!
Christopher
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