close status and queue change

[Krakus]

Hi,

in OTRS when you change the status of a queue to "close" you are sent back to the main screen with all the open tickets. Is that possible to change it so that I could stay on the ticket page once I have changed the status (because I would like to be able to change the queue of the ticket once it has been put in "Done"). For now this is more complicated as once the ticket is ser on close I have to search again for the ticket and then change the queue...

Thanks,

Greg

[jojo]

if you set the move dialog to "New window" you can move the ticket and change the state in one step

[Krakus]

Thank you Jojo,

I am quite new with OTRS, could you explain me more in details how this cna be achieved? Where can I find this setting?

Thanks,

Greg

[jojo]

Sysconfig

Ticket->Frontend::Agent::Ticket::ViewMove

[Krakus]

Thank you, this what I was searching for. One last question. Let's suppose that I close the ticket and at the same time transfer it to queue X. The agent in charge of queue X will get two independant e-mails: one indicating that there is a new ticket in queue X and another e-mail saying that the ticket is closed. Is there a way to avoid these 2 e-mails? It is to me non-sense to warn that there is a new ticket if at the same time you get the information that the ticket is closed...

[crythias]

Let's suppose that I close the ticket and at the same time transfer it to queue X.

Let's suppose that a closed ticket doesn't need to move?

[jojo]

no notification should be triggered on this...

[Krakus]

I see your point but here is how I would see it: I would like a person (let's call him the dispatcher) to be in charge of dispatching the incoming messages in OTRS queues. This person would also proceeds most of the incoming messages. If this person has no time or not the skills to process the ticket this later will be moved to another queue and this queue would be taken care of by somebody else (and this later person is informed each time a new ticket arrives in his queue).

So my idea was that if the dispatcher processes and close a ticket, for statistics purpose it would be interesting to know what topic (or queue) was the ticket about. That's why the dispatcher would move after closing the ticket to the queue (and I would like to prevent the system to inform the agent in charge of this queue about that as the ticket is closed...)

Maybe you have another better idea?

Thanks,

Greg

[jojo]

use services for the topics and the queue just for the team. So you'll also be able to track how many tickets were solved by your dispatcher as they will stay in the inbound queue