Queues

Through the link "Queue" you can manage the queues of your system. In a new installed system the "Junk", "Misc", "Postmaster" and "Raw" queues already exist in your system. "Raw" is the default queue, all incomming messages are stored in this queue if no filter rules are defined. The "Junk" queue can be used to store spam messages.

The form on the right site of the screen lets you add a new queue. You can specify the name and the group who should use the queue and if you want the new queue to be a sub queue of another already existing queue.

If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system.

If you specify a escalation time tickets which are older than this time block newer tickets to and the escalated tickets have to be processed first. This setting is usefull to force the processing of older tickets, new tickets don't apear in the QueueView if a ticket is escalated.

Also you can specify that the old owner of a processed ticket is automatically the owner again, if a followup of the old ticket is send to the ticket system. This feature makes sure that a folowup for a ticket is first shown to the origianl owner of the ticket who already knows the facts of this ticket.

The parameter for the system address sets the mail address that is used for the outgoing tickets of this queue. With the salutation and signature parameter the used values for the new queue can be selected. The sections email addresses salutations and signatures explained more detailed this different parameters.

The different customer info parameters let you specify the queue events when a notification to a customer is send.

Note

To keep the consistency of the data for OTRS it is not possible to delete a queue. To deactivate a queue set it to "invalid" or "invalid-temporarily".

All described config settings for new queues are also valid for sub queues.