Guten Abend Martin, On Tue, 25 Mar 2003, Martin Edenhofer wrote:
> 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). This is understood and it makes sense. > > How about the "Compose Answer" link to send the customer a info that you > are working on the ticket. -=> Status "Open". > But there are many cases where you begin to work on a case before contacting the customer. I just need a way for the rest of my group to know that it has a note without zooming on the ticket. We often just need to write a quick note about the problem, especially when tutoring new agents, but they need to be able to see that there are notes attached. > > Ben Wolpoff > > Martin > I appriciate the help. Danke, Ben Wolpoff _______________________________________________ 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
