Guten Abend Martin, On Tue, 25 Mar 2003, Martin Edenhofer wrote:
Hi Ben,
On Mon, Mar 24, 2003 at 11:46:02AM -0700, Open Ticket Request System wrote:
That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something.
Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on.
I see. The OTRS philosophy is that the status is "Open" if the customer got a message (e. g. email or phone call).
This is understood and it makes sense.
How about the "Compose Answer" link to send the customer a info that you are working on the ticket. -=> Status "Open".
But there are many cases where you begin to work on a case before contacting the customer. I just need a way for the rest of my group to know that it has a note without zooming on the ticket. We often just need to write a quick note about the problem, especially when tutoring new agents, but they need to be able to see that there are notes attached.
Ben Wolpoff
Martin
I appriciate the help. Danke, Ben Wolpoff