type: Content of: <chapter><section><itemizedlist><listitem><itemizedlist><listitem><para>
Context English German State
Queue FAQ Germany: ro (via {4})
Queue FAQ Mexico: ro (via {4})
Queue FAQ Sweden: ro (via {4})
Queue FAQ USA: ro (via {4})
Queue Support Germany: rw (via {4})
Queue Support Mexico: ro (via {4})
Resulting access for customer user Diego Garcia
Queue FAQ Germany: rw (via {3}) + Arvid's, Barry's Tickets rw (via {2})
Queue FAQ Mexico: ro (via {5}) + Arvid's, Barry's Tickets ro (via {2}) + Christian's Tickets ro (via {2→9})
Queue FAQ Sweden: rw (via {3}) + Arvid's, Barry's Tickets rw (via {2})
Queue FAQ USA: ro (via {5}) + Arvid's, Barry's Tickets ro (via {2}) + Christian's Tickets ro (via {2→9})
Queue Support Germany: ro (via {5}) + Arvid's, Barry's Tickets ro (via {2}) + Christian's Tickets ro (via {6})
Queue Support Mexico: rw (via {5}) + Arvid's, Barry's Tickets rw (via {2}) + Christian's Tickets rw (via {6})
Queue Support Sweden: rw (via {2→4}) + Arvid's, Barry's Tickets rw (via {2})
Queue Support USA: rw (via {2→5}) + Arvid's, Barry's Tickets rw (via {2})
Clicking on the link "Queues" of the Admin page, you can manage the <link linkend="what-is-a-queue">queues</link> of your system (see figure below). In a new OTRS installation there are 4 default queues: Raw, Junk, Misc and Postmaster. All incoming messages will be stored in the "Raw" queue if no filter rules are defined. The "Junk" queue can be used to store spam messages.
Queue management
<graphic fileref="screenshots/administration/adminarea/admin-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/admin-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
Here you can add queues (see figure below) and modify them. You can specify the group that should use the queue. You can also set the queue as a sub-queue of an existing queue.
Adding a new queue
<graphic fileref="screenshots/administration/adminarea/add-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/add-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
You can define an unlock timeout for a queue - if an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will be automatically unlocked and made available for other agents to work on.
Wurde ein Ticket von einem Agenten gesperrt, so können Sie mit Hilfe des Freigabezeit-Intervalls festlegen, wann ein Ticket wieder automatisch vom System freigegeben werden soll. So können auch die anderen Mitarbeiter wieder auf dieses Ticket zugreifen und es bearbeiten.
There are three escalation time settings that can be associated at queue level:
Drei Arten von Eskalationszeiten können pro Queue eingestellt werden:
Escalation - First Response Time
Eskalation - Zeit für die erste Reaktion
After creation of the ticket, if the time defined here expires without any communication with the customer, either by email or phone, the ticket is escalated.
Nach der Erstellung wird dieses Ticket eskalieren, wenn die hier definierte Zeit verstreicht, ohne dass eine Kommunikation zum Kunden per E-Mail oder Telefonanruf stattgefunden hat.
Escalation - Update Time
Eskalation - Aktualisierungszeit
If there is a customer followup either via e-mail or the customer portal, that is recorded in the ticket, the escalation update time is reset. If there is no customer contact before the time defined here expires, the ticket is escalated.
Escalation - Solution Time
Eskalation - Lösungszeit
If the ticket is not closed before the time defined here expires, the ticket is escalated.
Wenn das Ticket nicht innerhalb der definierten Zeitdauer geschlossen werden kann, eskaliert es.
With 'Ticket lock after a follow-up', you can define if a ticket should be set to 'locked' to the old owner if a ticket that has been closed and later is re-opened. This ensures that a follow up for a ticket is processed by the agent that has previously handled that ticket.
Weiterhin können Sie festlegen, dass bei einem Follow-Up auf ein Ticket wieder der Mitarbeiter Eigentümer dieses Tickets wird, der zuletzt als Eigentümer im System für dieses Ticket vermerkt war. Dies stellt sicher, dass die Nachfrage eines Kunden zuerst bei demselben Mitarbeiter landet, der sich zuletzt um dieses Ticket gekümmert hat.
This translation Translated OTRS 6/Administration Manual
Following string has same context and same source.
Translated OTRS 6/((OTRS)) Community Edition


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Source string comment
type: Content of: <chapter><section><itemizedlist><listitem><itemizedlist><listitem><para>
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Source string location
en/content/administration/adminarea/queues.xml:6 en/content/appointment-calendar/usage.xml:875 en/content/first-steps.xml:367
Source string age
9 months ago
Translation file
i18n/, string 1214