Source string Read only

type: Content of: <chapter><section><itemizedlist><listitem><itemizedlist><listitem><para>
6/100
Context English 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})
Queues
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>
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>
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.
There are three escalation time settings that can be associated at queue level:
Escalation - First Response Time
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.
Escalation - Update Time
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
If the ticket is not closed before the time defined here expires, the ticket is escalated.
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.
ComponentTranslation
This translation Translated OTRS 6/Administration Manual Queues
The following string has the same context and source.
Translated OTRS 6/((OTRS)) Community Edition Queues

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OTRS 6 / Administration ManualEnglish

New source string 10 months ago
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Glossary

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Source information

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