Hi Dave, On Wed, Apr 30, 2003 at 02:45:52PM -0400, DTerrell@Delphi-Tech.com wrote:
Beautiful, I'll use the note->external here. Another question about the locking, it seems odd that after a ticket is locked it seems to go to a different queue. We definately like the locking ticket idea, but the
No. The ticket is still in the same queue but not shown in the QueueView (because it's locked - not available to work on it).
ability to view others' locked tickets and possibly add notes to that ticket (via follow-up email instead of directly into the ticket perhaps?) would be nice. Like I said before we collaborate on just about everything that comes in, unless its minor, in which case the ticket would most likely be closed by the first person to pick it up.
The customer is able to add "everytime" notes (follow-up via email or web interface). It's also possible to add notes (via agent interface) to tickets where the owner isnt' the current user. The ticket owner will get an notification with the agent note in it.
-Dave
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl