That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something.
Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on. Ben Wolpoff On Sun, 23 Mar 2003, Martin Edenhofer wrote: > Hi Ben, > > On Fri, Mar 21, 2003 at 01:44:35PM -0700, Open Ticket Request System wrote: > > Hi, I'm new to this list and to OTRS, but I have what is probably a basic > > question regarding the OTRS system. We've installed OTRS 1.0.1 on a > > machine to help us with a trouble request system. We are looking for a way > > to change the status of a message to open from new when adding a note, or > > a way to show on the main QueueView that a note has been added to a > > message. > > > > We get too many messages in a day to check with each one as to whether or > > not a note has been added and someone in the group is working on it. > > > > If there isn't a way, has anyone come up with a good scheme to work around > > this? > > I thinks this is working. .-) > > Because if the agent has a locked ticket and anybody else (e. g. customer > or a other agent) is adding a note then there appears a message in the > agent frontend "Info: You have 1 new message(s)!". > > PS: Just in case, if you want to send an answer to the customer use the > "Compose Answer" links and the customer will get an copy of the answer > via email. Use the ticket-note just for "notes", not for customer communication. > > > Ben Wolpoff > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > Perfection is our goal, excellence will be tolerated. -- J. Yahl > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
