Jesús M. Navarro schrieb:
Hi, Shawn:
El Miércoles, 27 de Junio de 2007 12:05, Shawn Beasley escribió:
Jesús M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those
pending autoclose. Is there any config param so I can tell explicitly
what states I want to see on the "My queue" view? (the same goes valid
for other views like i.e. "blocked tickets"; for the most part I don't
want to see "pending auto" tickets except if explicitly looking for them,
since the system is already properly managing them).
I am not sure how your queue structure is setup, but you could make new
queues for such states and then just move the ticket by statechange to a
new queue which is not a part of your My Queues preference.
I'm using one queue per client, so ClientA tickets go to ClientA queue and so
on because we have a "flat" support technician structure since we come in at
2nd and 3rd level support.
The other option is to use the locking function, which allows you to
show your tickets depending on a couple of filter options.
I can't find it. On the "locked tickets" view I can order them by some
criteria (age, queue, priority and client number), but I can't find any
filter option.
The only thing that more or less fits the bill is the "search" option, where I
can have a pre-saved model matching my criteria. Problem with it is that it
goes away from the "natural" flux of the interface (you can't take advantage
of any default view or default step after some action).
Then i would recommed creating sub-queues for statuses that should not
be shown directly, then not including these in your my queues selection
client A
client A :: pending auto
for example. Then you can send all of your auto close tickect to this
queue. Then, if not selected in your my queues preference, you will not
see this queues tickets without moving into the queue.
I hope this helps
--Shawn
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