Hi Tyler,
Install OTRS, love it, it's great. Thanks for the efforts!
You're right!
Question - How can I control which view my agents see after login. I've found and enabled the 'statusview' module and would prefer my agents get that as their default screen after login.
I cann't give you an answer to your question, but my experience about "statusview" I've also activated. Take care that your agents don't tend to only use statusview. In my compary, I've activated statusview from the beginning of our OTRS-usage. The result is that agents tend to use the statusview instead of the queue-view of unlocked and their personal locked ticket. The problem is that the lock-state is not listed within statusview - you have to add it to the DTL. So agents can't see whether acutally another agents works on a ticket on standard installation. Another big problem is that ticket-escalation is only displayed in queueview. I think normal agents should use queue-view and their personal-ticket-view. On the other hand, statusview is a good view for helpdesk-dispatcher or -manager.
Secondly, I understand about the integrity of ticket systems and why you can't delete or edit certain things, but is there a way to edit the subject of a ticket? From time to time we get the user who emails a support request with the subject of "HELP!!!!!!!" (or something along those lines.) Not very descriptive and we would like to be able to just update the ticket subject.
The subject displayed in the queue-view is always the last message received by the customer (you can see the sender-type in the "ticket-tree"). But you can use ArticleKey1-3 and ArticleValue1-3, e.g. you can set this data within the PostmasterFilter. This data is displayed under the subject (perhaps you have to uncomment within the sourcecode - can't remember). The Problem is that I don't know how to change these values within the WebGUI, e.g. to use it as an agent-internal and constant ticket-subject.
Lastly, is there any way to get access to the queue's auto responses when you're in the phone-ticket or email-ticket area? We'd like to be able to initiate tickets with a standard email. We can do this via the FAQ system now but it just seems like it should be the other way.
Sounds good, but I have no idea.
Thanks again!
Tyler
Bye, Alex
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