save a search.
Click the magnifying glass.
Click Create New
"Recently closed" (don't click Add yet)
Add another attribute: State (click plus)
highlight any relevant state: closed successful, closed unsuccessful
(ctrl-click for multiselect).
Add other attributes (for instance, Owner (me))
Add other attribute:
Ticket Close Time (search criteria)
last = within the last x timeperiod
before = after x timeperiod (ago).
NOW click Add (at the top)
Run search if desired.
Profile Link button provides a bookmarkable URL for this search.
This is per user.
On Fri, Mar 14, 2014 at 1:26 PM, Leah Kelly
Thanks for all the help, again. Love this forum.
My new question is this - is there a way to be able to see your sent emails easily, like from a folder like it would work in an email client? Agents are finding it very difficult to return to a ticket they've closed or responded to, in order to review what they sent, forward, or respond to again (if they sent it prematurely, for example).
We have 'full text' search enabled, and they know how to use the search tool, but they still find searching very non-intuitive and time-consuming. Are there any tips or help we can get in this area? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs