Ticket viewing

[mdemicoli]

Hi all, I recently installed OTRS 2.4.9 and managed to set it up according to my requirements. However I have 2 difficulties which I can't overcome, I would like to have the option to view all tickets when I select QueueView. At the moment whenever a ticket is opened it is available in the Queue View, however when this ticket gets locked by an agent the ticket disappears from the Queue View. Please instruct me on how can I overcome this issue.

Another issue which I would like to know how can I come around is customizing the login screen with our company logo and change the colour scheme. While thanking everyone in advance for contributing to my problem I hope to hear from you soon.

[Wolfgangf]

Hi,

for 1)
in the QueueView, only unlocked tickets are shown (by design); this is more or less the work basket for your agents
if you want to have an overview, you might want to use the search feature (you can save your settings)

for 2)
look at /opt/otrs/Kernel/Output/HTML/Login.dtl

BR

[mdemicoli]

Thank you wolfgang, I managed to get the view needed in Queview by tweeking a setting in sysconfig.

[mdemicoli]

Hi Amanda,

In order to view locked tickets in QueueView follow the following steps;

Go to admin | Select Sysconfig
Do a search for: Ticket::ViewableLocks
Once found add the value 'lock' to Ticket:ViewableLocks setting.

Please test. Hope that this helps resolve your problem, should you require further information from my let me know.

Best Regards,
Michael

[lupisa]

Thank you Michael for your reply.

My problem now seems that when a ticket's status is 'pending', it disappears from the dashboard.

So if I or someone else change the status of the ticket to pending, there is no track of that particular ticket in the dashboard.

You have to manually search for the ticket.

Have you encountered this issue pls?

[mdemicoli]

Lupisa,

Which version of OTRS are you using?

Regards,
mdemicoli

[lupisa]

Hi mdemicoli,

I just saw your post.
Our version is 2.4.9

[lupisa]

ok problem solved for pending tickets.