
Hey Martin
Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)
Ok, I understand! :)
Is there already a planned release date (Q? 2010) for those new versions?
Currently we think to cover it via this kind of information. For example in this case the agent has 57 responsible tickets with 41 as new article. 4 watched with out any new article. And 24 locked with 9 new article. Would this cover your your needs?
In General I think this would cover our needs - in general. First of all I have to say, that we work with 2.4.x since this morning. So we aren't really common with the new dashboard functionalities and how to use those. This means that we always worked with the alert-notification indicating new tickets and not with the symbols on the top right corner. The alert-text was an eye-catcher which immediately indicated that there is a new follow-up (or message). The icons on the top right look the same - it doesn't matter if there is no new ticket or it contains 10 new tickets. So it's more difficult for an agent to recognize that there are new follow ups. Back to the dashboard: some of our queues are full of new/open tickets which all are displayed in the dashboard lists. So a filter functionality in the dashboard would be very useful for us. Please let me know if you require any further feedback. Regards Raphael Thoma