James, I think this is working as designed. The queue view only displays unlocked tickets by default (if the owner is set I believe the ticket is locked to that agent. However when you are in the queue view you are able to display all tickets - just above the "My Queues" link there is a line that says "Tickets shown..... All Tickets xx" The xx is a link which should display all tickets locked and unlocked which are in your My Queues
Greg -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of James Burk Sent: Wednesday, 15 April 2009 7:18 a.m. To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue View and Ticket Owner Thank you Leonardo. You seem to be the only one in the community who will answer my questions. It seems, however, the Agent must be the Owner of the ticket for it to show up in the Queue. Does this seem reasonable? For example I have a group called security test group and an associated queue, security test queue. There are two agents in the group, myself and a colleague. When I create a ticket and by default the Owner is me, I can view the ticket. When I create a ticket and assign Ownership to my colleague, I cannot see the ticket in the Queue. I can search and find it, but it is not visible in the queue for me. Curious, eh? Regards, Jim >>> Leonardo Certuche <[email protected]> 4/14/2009 12:33 PM >>> Hi there, Go to index.pl?Action=AdminUserGroup and associate each User(Agent) to Groups. Then go to index.pl?Action=AdminQueue and associate each queue to a Group. When an user has access over a group, he will also have access to the queue associated to that group. Greetings, On Tue, Apr 14, 2009 at 10:01 AM, James Burk <[email protected]> wrote: > Hello all. > > I've implemented OTRS ITSM 1.2.3. I've come across a situation I can't > explain. It seems that only the Owner of a Ticket can see that Ticket in > the Queue View. I want all Agents in the Group assigned to a Queue to be > able to view those Tickets whether they are Owner or not. How do I do this? > > Thanks and best regards, > > Jim > > > ----------------------------------------------------------------------------- > E-Mail correspondence to and from this sender may be subject to the > North Carolina Public Records Law, and may be disclosed to third parties. > > ------------------------------------------------------------------------------ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Leonardo Certuche 301 284 6250 [email protected] www.itcon-ltda.com Medellín, Colombia ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
