[otrs] Last activity in queue view?
brooks at frnk.com
Wed Feb 16 10:56:08 CET 2005
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.
-------------- next part --------------
An HTML attachment was scrubbed...
More information about the otrs