Hi Ben, On Mon, Mar 24, 2003 at 11:46:02AM -0700, Open Ticket Request System wrote:
That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something.
Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on.
I see. The OTRS philosophy is that the status is "Open" if the customer got a message (e. g. email or phone call). How about the "Compose Answer" link to send the customer a info that you are working on the ticket. -=> Status "Open".
Ben Wolpoff
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson