I second the opinion below -- my team has also frequently mentioned they would prefer individual sigs. Colby> Signatures. Our agents would like to have signatures be an agent-specific Colby> option rather than a queue-specific one. I'm sure this would be easy enough Colby> to implement but I have neither the time nor the Perl prowess to make it a Colby> reality (if I did, I would have posted the .diff to the developer's list). Colby> Colby> Why, you may ask? Why not? As I said, it is of lesser consequence but a Colby> rather high-volume request made to me nonetheless; therefore, I put it to Colby> you, the OTRS community. Daniel Balan wrote:
Hello Colby,
I thinks the first request is more than "a must". As you said in order to get that 1-4 hours response we need to know when the ticked was changed, so you have my vote too.
Daniel
Sunday, October 30, 2005, 10:00:24 PM, you wrote:
Colby> My company recently switched from Work Request (WReq) to OTRS for our Tier 2 Colby> and Tier 3 trouble report/ticketing system and since then there have been Colby> several requests for features that either OTRS doesn't offer or that I Colby> cannot find a way to enable. Colby> Colby> The number one request is for a display element in the agent's QueueView and Colby> QueueViewLite pages to show when a ticket was last changed (by Note, Email, Colby> Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl Colby> files and the .pm files looking for either an %Env or %Data key/value pair Colby> to match the value of the change_time column of the ticket DB (I forget Colby> which table). The closest I found was for $Data{"Changed"} which shows the Colby> date/time of the last external email update of the ticket, but that is Colby> already integrated into the AgentTicketQueueView[Lite].dtl files. Colby> Colby> Here is why: We have six teams who each have their own queues in OTRS (some Colby> teams have several queues) with some queue sizes consistently in excess of Colby> 100 tickets. With WReq we were able to maintain a maximum ticket response Colby> time of 1-4 hours because it was easy to tell when a ticket was last updated Colby> as the ticket change time (called "Acted On" in Wreq) was part of the ticket Colby> list (i.e. QueueViewLite). We have been able to emulate a less efficient Colby> approach with OTRS by using meaningful ticket states but still have to Zoom Colby> in on tickets to see when it was last updated by any method other than an Colby> external email. Colby> Colby> This second-most frequent request is of less consequence but I include it Colby> here because of the number of times I've been asked about it. Colby> Colby> Signatures. Our agents would like to have signatures be an agent-specific Colby> option rather than a queue-specific one. I'm sure this would be easy enough Colby> to implement but I have neither the time nor the Perl prowess to make it a Colby> reality (if I did, I would have posted the .diff to the developer's list). Colby> Colby> Why, you may ask? Why not? As I said, it is of lesser consequence but a Colby> rather high-volume request made to me nonetheless; therefore, I put it to Colby> you, the OTRS community. Colby> Colby> Colby> Thank you in advance, Colby> Colby> Colby Williams Colby> SysOp Engineer Colby> IKANO Communications, Inc. Colby> http://www.ikano.com/