I wrote :
can someone please explain me how the SysConfig option HighlightAge works ?
According to the documentation a queue is only highlighted as long as
there is an untouched ticket older than HighlightAge.
But what means "untouched" exactly ?
No matter what state our tickets have, the queues stay highlighted until
we close the tickets. I would have expected that touching means changing
the state from new to open or from open to waiting or something like
that but not closing.
The highlighting also ignores answering the customer via phone or email.
I know of no other ways to "touch" a ticket than modifying the state or
communicating with the customer.
So I think this is simply a documentation bug, HighlightAge checks for
the oldest open ticket and not the oldest untouched ticket.
Can somebody confirm this ? I think I will file a bug for this.
Thanks in advance
Alexander
--
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Tewaag
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Web: http://www.radprax.de
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