Hi An, That's how's supposed to be! If you assign a ticket to an agent and he's absent nobody will solve it, if you assign a ticket to a queue, any available agent will be able to solve it :)
Leonardo Certuche www.itconsultores.com.co On 28 April 2010 00:08, An Me <[email protected]> wrote: > Thanks Leonardo....but is it like the customer can sent mail only to Queue > and not to a particular agent..??...so does it mean that customer always > sends to a particular queue and the admin configures such that the queue is > accessible to the needed agents by grouping them to form a new group.(Using > Queue Management module) > > > On Wed, Apr 28, 2010 at 10:20 AM, Leonardo Certuche < > [email protected]> wrote: > >> Hi there, >> >> If you want customers to place tickets on a given queue, that customer >> should have permissions under the group that queue belongs to, so please go >> to /otrs/index.pl?Action=AdminCustomerUserGroup and give permissions >> accordingly. >> >> Cheers, >> >> Leonardo Certuche >> www.itconsultores.com.co >> >> >> On 27 April 2010 23:16, An Me <[email protected]> wrote: >> >>> Hi All, >>> >>> I installed otrs in my system (Ubuntu) and after loggin in as adimn i >>> made new queues.But later as I login as customer from the customer web >>> interface,and try to make a new ticket, in the "To" drop down only the >>> default queues (Junk,Raw..) are listed...and not the new queues. >>> >>> What can be the problem..please help. >>> >>> Regards, >>> An >>> >>> --------------------------------------------------------------------- >>> 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/ >> > > > --------------------------------------------------------------------- > 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/ >
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