<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML xmlns="http://www.w3.org/TR/REC-html40" xmlns:v =
"urn:schemas-microsoft-com:vml" xmlns:o =
"urn:schemas-microsoft-com:office:office" xmlns:w =
"urn:schemas-microsoft-com:office:word" xmlns:st1 =
"urn:schemas-microsoft-com:office:smarttags"><HEAD>
<META http-equiv=Content-Type content="text/html; charset=us-ascii">
<META content="MSHTML 6.00.5730.11" name=GENERATOR><!--[if !mso]>
<STYLE>v\:* {
BEHAVIOR: url(#default#VML)
}
o\:* {
BEHAVIOR: url(#default#VML)
}
w\:* {
BEHAVIOR: url(#default#VML)
}
.shape {
BEHAVIOR: url(#default#VML)
}
</STYLE>
<![endif]--><o:SmartTagType
namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PersonName"></o:SmartTagType><!--[if !mso]>
<STYLE>st1\:* {
BEHAVIOR: url(#default#ieooui)
}
</STYLE>
<![endif]-->
<STYLE>@font-face {
font-family: Tahoma;
}
@font-face {
font-family: Verdana;
}
@page Section1 {size: 595.3pt 841.9pt; margin: 70.85pt 70.85pt 70.85pt 70.85pt; }
P.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0pt; FONT-FAMILY: "Times New Roman"
}
LI.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0pt; FONT-FAMILY: "Times New Roman"
}
DIV.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0pt; FONT-FAMILY: "Times New Roman"
}
A:link {
COLOR: blue; TEXT-DECORATION: underline
}
SPAN.MsoHyperlink {
COLOR: blue; TEXT-DECORATION: underline
}
A:visited {
COLOR: purple; TEXT-DECORATION: underline
}
SPAN.MsoHyperlinkFollowed {
COLOR: purple; TEXT-DECORATION: underline
}
P {
FONT-SIZE: 12pt; MARGIN-LEFT: 0pt; MARGIN-RIGHT: 0pt; FONT-FAMILY: "Times New Roman"; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto
}
SPAN.E-mailStijl19 {
COLOR: navy; FONT-FAMILY: Arial; mso-style-type: personal-reply
}
DIV.Section1 {
page: Section1
}
</STYLE>
<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></HEAD>
<BODY lang=NL vLink=purple link=blue>
<DIV dir=ltr align=left><SPAN class=957175123-05122006><FONT face=Arial
color=#0000ff size=2>Thanks both, turning on the option for the extended zoom
and the cool iris looks good for me we will see how it works for the team.
Thanks for the help.</FONT></SPAN></DIV><BR>
<DIV class=OutlookMessageHeader lang=en-us dir=ltr align=left>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] <B>On Behalf Of
</B>shawn.beasley@dlh.de<BR><B>Sent:</B> Tuesday, December 05, 2006 7:27
AM<BR><B>To:</B> otrs@otrs.org<BR><B>Subject:</B> AW: [otrs] Agent
Confusion<BR></FONT><BR></DIV>
<DIV></DIV>
<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>
<DIV>
<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>