[otrs] Last activity in queue view?

[Talley, Brooks]

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
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