Hi Moshe, On Mon, Mar 24, 2003 at 08:27:33PM +0200, Moshe Leibovitch (SoftLink) wrote:
1. can agent open a new ticket for customer in a reply? what happens is that customers always "reply" to the last agent reply, even if this is a totally new and unrelated problem.
No, you need to open the phone view and cut & paste the new ticket infos into the phone view. Then press "create" and a new ticket is created. -=> Of course a functions (link) would be nice for this. I put it to the TODO-list (misc).
2. we had a problem with the agent compose page expiring during the time that he wrote the answer. I am not sure where this can be set (we are using apache on redhat7)
What is expired? The OTRS session (needed to login again)?
Thanks, Moshe
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson