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<DIV dir=ltr align=left><SPAN class=266302512-05122006><FONT face=Arial
color=#0000ff size=2>Hello guys,</FONT></SPAN></DIV><BR>
<BLOCKQUOTE dir=ltr
style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px solid; MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader lang=de dir=ltr align=left>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>Von:</B> otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] <B>Im Auftrag von </B>Peter van
Beugen<BR><B>Gesendet:</B> Dienstag, 5. Dezember 2006 09:23<BR><B>An:</B> User
questions and discussions about OTRS.org<BR><B>Betreff:</B> RE: [otrs] Agent
Confusion<BR></FONT><BR></DIV>
<DIV></DIV>
<DIV class=Section1>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">You can show all the
notes/answers in one screen:<o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">$Self->{'Ticket::Frontend::ZoomExpand'}
= '1';<o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT> </P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><o:p><SPAN
class=266302512-05122006>yes it can be that I misunderstood the question
:=)</SPAN></o:p></SPAN></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><o:p></o:p></SPAN></FONT> </P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><o:p> </o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Regards,<o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Peter<o:p></o:p></SPAN></FONT></P>
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<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT
face="Times New Roman" size=3><SPAN style="FONT-SIZE: 12pt">
<HR tabIndex=-1 align=center width="100%" SIZE=2>
</SPAN></FONT></DIV>
<P class=MsoNormal><B><FONT face=Tahoma size=2><SPAN
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">Van:</SPAN></FONT></B><FONT
face=Tahoma size=2><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] <B><SPAN
style="FONT-WEIGHT: bold">Namens </SPAN></B>Dave Wojciechowski<BR><B><SPAN
style="FONT-WEIGHT: bold">Verzonden:</SPAN></B> maandag 4 december 2006
22:21<BR><B><SPAN style="FONT-WEIGHT: bold">Aan:</SPAN></B> <st1:PersonName
w:st="on">User questions and discussions about
OTRS.org</st1:PersonName><BR><B><SPAN
style="FONT-WEIGHT: bold">Onderwerp:</SPAN></B> RE: [otrs] Agent
Confusion</SPAN></FONT><o:p></o:p></P></DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">Hey thanks for the
answer, but I'm not sure how you use that in the notes to see the original
ticket.</SPAN></FONT><o:p></o:p></P>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P>
<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT
face="Times New Roman" size=3><SPAN lang=EN-US style="FONT-SIZE: 12pt">
<HR tabIndex=-1 align=center width="100%" SIZE=2>
</SPAN></FONT></DIV>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><B><FONT face=Tahoma
size=2><SPAN lang=EN-US
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</SPAN></FONT></B><FONT
face=Tahoma size=2><SPAN lang=EN-US
style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] <B><SPAN style="FONT-WEIGHT: bold">On Behalf Of
</SPAN></B>shawn.beasley@dlh.de<BR><B><SPAN
style="FONT-WEIGHT: bold">Sent:</SPAN></B> Monday, December 04, 2006 1:30
AM<BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B>
otrs@otrs.org<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> AW:
[otrs] Agent Confusion</SPAN></FONT><SPAN lang=EN-US><o:p></o:p></SPAN></P>
<P class=MsoNormal><FONT face=Arial color=blue size=2><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">Hey
Dave,</SPAN></FONT><o:p></o:p></P>
<BLOCKQUOTE
style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0pt; BORDER-TOP: medium none; PADDING-LEFT: 4pt; PADDING-BOTTOM: 0pt; MARGIN: 5pt 0pt 5pt 3.75pt; BORDER-LEFT: blue 1.5pt solid; PADDING-TOP: 0pt; BORDER-BOTTOM: medium none">
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"><o:p> </o:p></SPAN></FONT></P>
<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><FONT
face="Times New Roman" size=3><SPAN lang=DE style="FONT-SIZE: 12pt">
<HR tabIndex=-1 align=center width="100%" SIZE=2>
</SPAN></FONT></DIV>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><B><FONT face=Tahoma
size=2><SPAN lang=DE
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">Von:</SPAN></FONT></B><FONT
face=Tahoma size=2><SPAN lang=DE
style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] <B><SPAN style="FONT-WEIGHT: bold">Im Auftrag
von </SPAN></B>Dave Wojciechowski<BR><B><SPAN
style="FONT-WEIGHT: bold">Gesendet:</SPAN></B> Sonntag, 3. Dezember 2006
19:23<BR><B><SPAN style="FONT-WEIGHT: bold">An:</SPAN></B> <st1:PersonName
w:st="on">User questions and discussions about
OTRS.org</st1:PersonName><BR><B><SPAN
style="FONT-WEIGHT: bold">Betreff:</SPAN></B> [otrs] Agent
Confusion</SPAN></FONT><SPAN lang=DE><o:p></o:p></SPAN></P>
<DIV>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Has anyone run in to this
problem, I find that my agents are adding notes to the tickets and need to
look back at the original issue but there is no way of doing that w/o
opening many windows and many sessions and searching around. Is there
anyway that a preview of the issue can be added to the notes and the
phone call areas like it is in the link section? or is there a better way to
work around this issue?</SPAN></FONT><o:p></o:p></P></DIV>
<DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"> <o:p></o:p></SPAN></FONT></P></DIV>
<DIV>
<P style="MARGIN-BOTTOM: 0pt"><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt">Thanks <o:p></o:p></SPAN></FONT></P>
<P><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">I'm Wojo</SPAN></FONT>
<o:p></o:p></P></DIV>
<DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"> <o:p></o:p></SPAN></FONT></P></DIV>
<DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"> <o:p></o:p></SPAN></FONT></P></DIV>
<DIV>
<P class=MsoNormal><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">we use Firefox with the plugin
cooliris to get previews of links wihtin the
ticket.</SPAN></FONT><o:p></o:p></P></DIV>
<DIV>
<P class=MsoNormal><FONT face="Times New Roman" size=3><SPAN
style="FONT-SIZE: 12pt"> <o:p></o:p></SPAN></FONT></P></DIV>
<DIV>
<DIV>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><EM><B><I><FONT
face=Verdana color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana">Greetz,</SPAN></FONT></I></B></EM><SPAN
lang=EN-GB><o:p></o:p></SPAN></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><EM><B><I><FONT
face=Verdana color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana"> </SPAN></FONT></I></B></EM><SPAN
lang=EN-GB><o:p></o:p></SPAN></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT
face=Verdana color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana"><EM>Shawn</EM><SPAN
class=266302512-05122006><FONT face=Arial color=#0000ff
size=2> </FONT></SPAN></SPAN></FONT></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT
face=Verdana color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana"><SPAN
class=266302512-05122006></SPAN></SPAN></FONT> </P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT
face=Verdana color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana"><SPAN
class=266302512-05122006> </SPAN></SPAN></FONT><FONT face=Verdana
color=navy size=3><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 12pt; COLOR: navy; FONT-FAMILY: Verdana"><SPAN
class=266302512-05122006> <FONT face=Arial color=#0000ff size=2>It can
be
that</FONT></SPAN></SPAN></FONT><o:p></o:p></P></DIV></DIV></BLOCKQUOTE></DIV></BLOCKQUOTE></BODY></HTML>