Alternatively, you can prevent the reply from being generated from Postmaster and reduce available tasks in that queue to essentially Move/Change Queue or Close ticket.
On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan <smor...@mamafus.com> wrote: > Would changing the lock status after changing queue fix the issue? I > seem to remember this changing after making available assign queue > functionality from other locations in the OTRS system. If so what setting > would I look for? > > > > As for assigning queue from the response screen: We have 2 agents and 9 > queues. Both agents have access to all queues (including POSTAMASTER). The > queues are broken up into a different queue for each different system > supported by a different vendor. When an agent first click the new article > from the dashboard, they need and wants to pen a response, If they the > ticket right then and there the ticket will be in the wrong (POSTMASTER) > queue. I would like to be able to prevent tickets from being closed in the > POSTAMASTER queue and if it is attempted ask for the Queue when the closing > in the POSTMASTER action is attempted. This way they don’t have to back > out, assign queue re-write the response and close or then have to dig > through the closed tickets to then reassign to the queue (never happens). > We may not be following standard helpdesk procedures but when we are > dealing with 30-50 tickets a day we need to speed the interaction of the > ticket system and reduced steps. > > > > Thank you! > > > > > > *Scott R. Morgan * > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Monday, January 26, 2015 12:27 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Assign Queue Behavior > > > > Changing Queue during reply doesn't make sense. It's an agent-side issue > anyway. You don't need to inform your customers about customer-inactionable > label changes. > > > > Once an agent has changed the ticket queue, it tends to unlock the ticket > by default. Since this isn't *your* ticket anymore, it (kind of) makes > sense that you'll be thrown back into tickets that you'd have access to, > especially if it might be that you sent the ticket to a queue you don't > have access to. > > > > On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan <smor...@mamafus.com> > wrote: > > When in the ticket view and change the Queue for the ticket, it exits > the ticket view back to the Dashboard. Is there a way to easily prevent > this from occurring? > > > > Also I have been looking for a way to assign the queue in the during a > reply of a ticket. I have been able to find and activate this option in > about 6-7 other places like the ticket/add note screen but I still cannot > find a way to assign the queue when replying to the ticket. > > Thank you! > > > > *Scott R. Morgan* > > > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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