Hi Ruslan, On Fri, Oct 31, 2003 at 11:29:24AM +0200, Ruslan Bondarev wrote:
Hello. We are using OTRS as our support tickets system. Since we don't have a lot of supporters, everyone might answer to request. But we have problems with it.
1) Tickets are accidentally locked to specific user. When someone is just viewing ticket and not replying, the ticked becomes locked. Why? I've found a message in the list archive, saying to put $Self->{UnlockTicket} = 1; into Config.pm, but it didn't help though.
Ticket are not automatically locked it you just viewing it (zoom). Ticket are automatically locked if you work on it (e. g. if you change the priority or try to answer it).
2) Can't find the way to see follow-ups of others. What if I want to receive notifications, as if it's customers follow-up? How may one see if ticket has (and how many) follow-ups/notes in the queue view? Or the name of the supporter who answered last.
Follow ups just shown in the zoom view. Not in the queue view (view of open, unlocked tickets).
3) In Zoom view why some rows of the history tree are red and some are green?
It's the article type (customer email, agent note, agent email, ...).
rb
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388