[otrs] Tickets not appearing in "Tickets in my queue"

[Alexandre Lima]

Hello!
I hope this is the right place to ask for help :)
I've been having this problem for some days, I've searched on google about it but I couldn't solve it.
My problem is that I have agents that own some queues, but when a ticket is sent to one of those queues, they appear in "All tickets" and not in "Tickets in my queue". As a result, the agents don't receive a e-mail notification when a new ticket is created.
I've checked the "My queues" list in the preferences, they're all there. Everything seems normal, but the only way I can make a ticket appear in "Tickets in my queue" of any agent is manually redirecting it to them.

My OTRS version is 4 Patch Level 11.
Please let me know if you need more information about my problem.
Any help would be perfect :)

Thank you,

Alexandre
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[Florian Edlhuber]

Hi,

14/09/2015 19:43 - Alexandre Lima wrote:
> I hope this is the right place to ask for help :)

all OTRS community questions and ideas can be placed here. If you want
commercial support, see your contract for support details.

> My problem is that I have agents that own some queues, but when a ticket is sent
> to one of those queues, they appear in "All tickets" and not in "Tickets in my
> queue". As a result, the agents don't receive a e-mail notification when a new
> ticket is created.

Read doc for QueueView:
http://otrs.github.io/doc/manual/admin/stable/en/html/what-is-the-queue-overview.html



--
Florian

[Susan Dittmar]

Hi Alexandre,

I'm not sure, but you might mix things here.

14/09/2015 19:43 - Alexandre Lima wrote:
> My problem is that I have agents that own some queues, but when a ticket is sent
> to one of those queues, they appear in "All tickets" and not in "Tickets in my
> queue". As a result, the agents don't receive a e-mail notification when a new
> ticket is created.

There's two ways to 'own' a queue: having access to a queue, and having put the
queue into your personal list of queues.

Access right is granted by the otrs administrator. The list of queues in 'my
queues' is configured individually in the settings the user himself can change.

In our environment, I do have access to all queues. That's fine, for there might
be reason for me, being backup for some of our crews, to interact with tickets
in all those queues. But I chose only very few queues as 'my queues', because I
need to be informed only about new tickets in those few queues I am directly
responsible for and not about all tickets in the queues I only have to access if
something goes wrong or if the responsible person becomes ill.

Hope that helps,

Susan Dittmar

[Alexandre Lima]

Thank you!
It was very helpful, my problem is solved :)


----- Mensagem original -----
De: "Susan Dittmar" <S.Di...@eureca.de>
Para: "User questions and discussions about OTRS." <ot...@otrs.org>
Enviadas: Sexta-feira, 18 de setembro de 2015 6:17:24
Assunto: Re: [otrs] Tickets not appearing in "Tickets in my queue"