I’m new to OTRS and have to say that while I’m still a relative newbie, I’m really impressed and excited about implementing it in my company.  Anyway, I have a few questions about the way ticket notifications in the QueueView work and was hoping someone could lend a hand.

 

1)     When I log in, it says “New Message”.  If I view the message and go back to the QueueView, it still says “New message”.  It seems like the only way to change its state to “seen” is by interacting with the ticket in some way (e.g. adding a note, changing the state, priority, etc). Is this expected?  If so, is there a setting SysConfig to enable changing the message to “seen”?

2)     When I set a ticket state to pending for a later date, in the QueueView it shows up at “ticket #: update time is over”.  I would have thought changing the status to “pending” would suppress these notifications, but it doesn’t look like it.  Again, if this is expected, is there a configuration I could change to enable suppression?

 

Thanks in advance,

Jeffrey


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