Hi,
everyone. So far, OTRS is working out great for us. Thanks to
everyone who has put time and energy into it!
We've run into a
minor process issue. We have a tier 1 support group that is responsible
for most customer interaction. Periodically a question comes up that
they need help from a developer on. So far, so good: tier 1 moves the
ticket into the developer queue. However, we don't want developers
responding directly to customers (things like tact and grammar aren't always
developers' strong suits). So the developer adds a note to the ticket,
explaining what the customer should do or be told or whatever, and moves the
ticket back to the tier 1 queue.
That's where the
difficulty is; in queue view, tier 1 can't tell that the ticket has come back
from development with a note attached. So, if a different tier 1 person
sees it, they just put it back in the developer queue. Which drives the
developer nuts.
Is there a way to
add a "Last activity: note from [developer username]" type of line to the
queue view? It's clearly visible if you zoom the ticket, but it would
make life easier if tier 1 people could act on some tickets without zooming
them.
Thanks
-b