One helpful thing might be to increase the session timeout. see http://doc.otrs.org/1.2/en/html/configfile-session.html On Thu, 18 Mar 2004, Daniel Seifert wrote:
Hi,
Ocassionally it happens that the OTRS login session expires while a support question is being answered. When clicking on "Send Mail", the mail is not sent but rather the login screen is presented. After logging in, the view is at the support ticket, but the written answer is lost for good.
Using the back button of the browser to get back to the reply and copy it is an option, but not really a nice one. I am not sure whether I can improve the situation by modifying some config file, but don't think so. I'd be happy about any pointers on how to improve this situation (extended timeout?), as this is a problem that can really be annoying (like if one just put a LOT of thought into a reply ... ;-))