Hi, >> 1. can agent open a new ticket for customer in a reply? what happens is that >> customers always "reply" to the last agent reply, even if this is a totally >> new and unrelated problem. > >No, you need to open the phone view and cut & paste the new ticket infos >into the phone view. Then press "create" and a new ticket is created. > > -=> Of course a functions (link) would be nice for this. I put it to the > TODO-list (misc).
Yes, a more straight forward way of doing this will be very nice. I think this is a very useful function. >> 2. we had a problem with the agent compose page expiring during the time >> that he wrote the answer. I am not sure where this can be set (we are using >> apache on redhat7) > >What is expired? The OTRS session (needed to login again)? No, it is not session expiry, but page expiry. I understand this probably has nothing to do with OTRS, I was just wondering if you encountered this problem. The agents work through squid, and it might have expiry of its own. Too many links on the way - browser, squid, apache... Thanks, Moshe _______________________________________________ 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
