Hi,
I search a more convenient way to see all locked tickets.
At the moment we use a search template to show all open tickets, then we
change to the small view and then we sort by lock status. But
unfortunately one can't use the lock state as a search criterion.
Workflow :
- 1 queue <-> n agents
- on average < 30 tickets
- on average < 10 locked tickets
Situation 1 :
We get a user call and want to know if the problem was already reported
by another user. (Later we would solve this by assigning tickets to a
unique service or device id.)
Situation 2 :
We want to see how much tickets each agent has locked to balance the work.
Can someone give a hint how to extend the search mask or how to create a
appropriate search template ? Or has someone even achieved to create a
virtual queue or something like this which consists of all locked tickets.
I'm sorry, this exceeds my little perl and SQL knowledge so I can't
solve this problem by myself at the moment.
Regards
Alexander Halle
--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152
Web: http://www.radprax.de
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