Hi Brian,
Den 03/12/2008 kl. 15.50 skrev Brian:
Does anyone know if this is possible? TO have "My Queue" to show
only the tickets that the current user/agent owns?
This is probably the most common misunderstanding in OTRS, due to
painfully lacking documentation and a weird way to name things.
These are the fundamental truths everyone should be aware of:
1: QUEUES contain tickets that NOBODY is working on.
2: LOCKED TICKETS contain tickets that you're working on.
3: If you want to see what EVERYBODY is working on, enable StatusView.
This idea is that an agent "locks" a ticket from a queue, works on it
and either closes it, if the problem can be resolved, or "unlocks" it,
if he/she can't resolve it and want somebody else to take over.
"lock" shoud be "assign" and "unlock" should be "release". And
StatusView should be enabled by default. Maybe in a future release we
will get it :-)
The wording is very easy to change in the language file for your
chosen OTRS language. I did for our installation, and everybody
understands it perfectly clear now.
--
Lars
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