Re: How to query unlocked Tickets with unanswered customer request

Hi Marvin,

I am fairly new user of OTRS myself but I believe that you can do the following:

As an agent that has access to all queues (where you supposed unlocked tickets are) go to : Tickets -> Status View
Under “open tickets” you can use the filter on the “LOCK” column and search for “lock” or “unlock” tickets.

Best regards,

G.



From: otrs [mailto:[email protected]] On Behalf Of otrs otrs
Sent: Tuesday, October 25, 2016 8:58 PM
To: [email protected]
Subject: [otrs] How to query unlocked Tickets with unanswered customer request

Hi Folks, first of all, thanks evryone in advance how can help me.

My Situation is, that i have round about 200 open and new Tickets.
Not all of them are locked by an Agent.

Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket.
For example.
A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work
And after a while the same customer will send to the same ticket a request to get to know the state of work.
But now one answer to him. And after a while he send the third request to the same tickets....and so one.


Perhaps this could be done by a datanbase query. Hase anyone some experinece with that.

Thanks a lot
Bye Marvin

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