8 Apr
2003
8 Apr
'03
11:52 p.m.
On Tue, Apr 08, 2003 at 06:51:11PM -0400, Erik Mathis - ATL Dunwoody Staff wrote:
If the ticket locks after he sends it, It should got away. After he sends the reply, have him either lock or unlock the ticket. I'm sure it will go away after this.
Exactly Erik! -=> All locked tickets where the last article isn't from the current agent are shown as 'new message'. If the agent adds a note, sends an answer or calls the customer the 'new message' info will go away. (It's not a read/unread info - it's a need to work on it info)
Erik Mathis ITS Member
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.