It looks quite strange. unless it is not configured something strange seem that SD sets agents too. Are you able to tell us how they do a ticket ? they sends email or they use the web interface ? are they otrs agents or customer ?
Are you able to tell us how SD opens tickets On Tue, Apr 14, 2009 at 10:02 PM, James Burk <[email protected]> wrote: > 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! 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