What defines a ticket to be 'Available' in view AgentTicketQueue?
David Bekker <[email protected]> Wed, 15 Apr 2020 07:19:29 +0000
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Hi,
Running otrs 6.0.27
I'm trying to make tickets show up in 'Available tickets' in the Queue view=
(index.pl?action=3DAgentTicketQueue). However it seems that every ticket e=
nds up in "All tickets".
I've expected a ticket to be available when the ticket is unlocked, but tha=
t doesn't seem to be the case..
Process that I'm trying to implement is
1. Servicedesk agent gets a new ticket in raw queue.
2. Servicedesk agent will move a ticket to the appropriate queue (e.g. S=
ystem Engineering)
3. Agents from the System Engineering queue will monitor the 'Available =
tickets' view and assign the right owner.
4. Ticket will disappear from 'Available tickets' (And still be in the '=
All tickets' view) when Owner is assigned.
How do I make this work?
Greetings,
David Bekker
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<p class=3D"MsoNormal"><span lang=3D"EN-US">Hi,<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">Running otrs 6.0.27<o:p></o:p><=
/span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">I’m trying to make ticket=
s show up in ‘Available tickets’ in the Queue view (index.pl?ac=
tion=3DAgentTicketQueue). However it seems that every ticket ends up in =
220;All tickets”.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">I’ve expected a ticket to=
be available when the ticket is unlocked, but that doesn’t seem to b=
e the case..<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">Process that I’m trying t=
o implement is<o:p></o:p></span></p>
<ol style=3D"margin-top:0in" start=3D"1" type=3D"1">
<li class=3D"MsoListParagraph" style=3D"margin-left:0in;mso-list:l0 level1 =
lfo1"><span lang=3D"EN-US">Servicedesk agent gets a new ticket in raw queue=
.
<o:p></o:p></span></li><li class=3D"MsoListParagraph" style=3D"margin-left:=
0in;mso-list:l0 level1 lfo1"><span lang=3D"EN-US">Servicedesk agent will mo=
ve a ticket to the appropriate queue (e.g. System Engineering)
<o:p></o:p></span></li><li class=3D"MsoListParagraph" style=3D"margin-left:=
0in;mso-list:l0 level1 lfo1"><span lang=3D"EN-US">Agents from the
<i>System Engineering</i> queue will monitor the ‘Available tickets&#=
8217; view and assign the right owner.<o:p></o:p></span></li><li class=3D"M=
soListParagraph" style=3D"margin-left:0in;mso-list:l0 level1 lfo1"><span la=
ng=3D"EN-US">Ticket will disappear from ‘Available tickets’ (An=
d still be in the ‘All tickets’ view) when Owner is assigned.<o=
:p></o:p></span></li></ol>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">How do I make this work? <o:p><=
/o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">Greetings,<o:p></o:p></span></p=
>
<p class=3D"MsoNormal"><span lang=3D"EN-US"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US">David Bekker</span><span lang=
=3D"EN-US" style=3D"color:black;mso-fareast-language:NL"><o:p></o:p></span>=
</p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
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