locked tickets not to show in new ticktes on dashbd-RESOLVED

[kenmurimi]

when an agent locks a ticket, members of the same group can still see the tickets under new tickets on the dashboard. i do not want my agents to see tickets locked by others but they should only see the new tickets coming in.

anybody with any ideas on how to do this?
any help greatly appreciated.

[crythias]

This is one of the things that I didn't necessarily like about OTRS. However, a Generic Agent that changes Locked Tickets with State new to state open might suffice, I think?

[kenmurimi]

thanks Crythias, it worked but did not like the generic agent,

got another idea that worked best for my case because the state is now changed instantly

from article : B.2.4.20. Ticket::EventModulePost###1-ForceStateChangeOnLock on http://doc.otrs.org/2.4/en/html/x14393.html


$Self->{'Ticket::EventModulePost'}->{'1-ForceStateChangeOnLock'} = {
'Event' => 'TicketLockUpdate',
'Module' => 'Kernel::System::Ticket::Event::ForceState',
'new' => 'open'
};