I agree with this. -----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote:
Let's say a customer replies, so I have a "New Message" waiting for me. Let's say that I'm not going to reply right away, but I'm also not going to close the ticket.
How can I make a message not keep telling me it is new without replying to the customer?
Try using the 'Pending' functions.
Jepp. Or just add a note (the last article need to be from you).
It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars