Hi Ben, On Mon, Mar 24, 2003 at 11:46:02AM -0700, Open Ticket Request System wrote: > 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.
I see. The OTRS philosophy is that the status is "Open" if the customer got a message (e. g. email or phone call). How about the "Compose Answer" link to send the customer a info that you are working on the ticket. -=> Status "Open". > Ben Wolpoff Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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
