Yes, in this case the goal is to not necessarily have it go
back to the same agent. The idea is that the response is often generic
("have the user disable _javascript_ and try again"), and it should go back into
the main queue so it can be sent back to the user even if the original tier 1
agent is now off-shift.
I'll pass along this idea as a workaround, but I'd really
love to find a way to include "last activity" in the overall queue
view.
Cheers
-Brooks
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Pete McDonnell
Sent: Wednesday, February 16, 2005 11:09 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Last activity in queue view?The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway?- Pete McDonnellManager, Technical ServicesHip Interactive
From: Talley, Brooks [mailto:[EMAIL PROTECTED]
Sent: Wednesday, February 16, 2005 1:56 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Last activity in queue view?Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it!We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue.That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts.Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them.Thanks-b
_______________________________________________ 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 Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
