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Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski
Gesendet: Montag, 4. Dezember 2006 22:21
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] Agent Confusion

Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket.

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de
Sent: Monday, December 04, 2006 1:30 AM
To: otrs@otrs.org
Subject: AW: [otrs] Agent Confusion

Hey Dave,

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Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski
Gesendet: Sonntag, 3. Dezember 2006 19:23
An: User questions and discussions about OTRS.org
Betreff: [otrs] Agent Confusion

Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around.  Is there anyway that a preview of the  issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue?

 

Thanks

I'm Wojo

 

 

we use Firefox with the plugin cooliris to get previews of links wihtin the ticket.

 

Greetz,

 

Shawn

It is a little tricky, but isnt everything that IT does.

 

So, when you are in the notes section of the ticket, and you are using firefox with cooliris plugin, then you can hover over the link QueueView and using cooliris you can see into your queue. This alllows you in the cooliris window to click freely around to find the info you need (always staying in cooliris view window) When you are done, you just need to click the red "x" to close the cooliris view window.

 

Tell me if that helps

 

Greetz,

 

Shawn