Thank you Marco. In our installation we have a rule that the Service Desk assigns tickets only at the Group level, not the Agent level. That way "Queue Monitors" for the Groups can then assign to the Agents and begin the work in progress. As OTRS by default assigns the ticket creator as the owner unless explicitly assigned, how will the queue monitors be able to view the ticket in order to assign? Yes, they will get a notification that a ticket has been assigned to their group, but they won't be able to view the queue. Am I still missing something?
Best regards, Jim >>> Marco Vannini <[email protected]> 4/14/2009 3:31 PM >>> this is the manner that tickets are managed by otrs. It means that a ticket is in "work in progress" by the agent that has taken it. Listed in the browse windows mean that ticket are not owned by anyone ("waiting to be worked") so not still in "wip" state On Tue, Apr 14, 2009 at 9:17 PM, James Burk <[email protected]> wrote: > 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/ ----------------------------------------------------------------------------- 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/
