Hi Tom, Am Montag, 17. Juni 2002 12:50 schrieb Tom Schröder:
- Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically?
This is done automatically. A ticket is new, as long as there was no further action on that ticket, with respect to an answer or a follow-up. You may move it around to other queues, but it will stay as 'new' until you answer that ticket. Then it usually is 'closed' until the customer makes a reply to that ticket. The new state is 'open' (as there is a history). If a customer sends an email and answeres the (if configured) sent autoreply, the ticket is 'open', too.
- Is it possible to group tickets together, when they are all matching the same problem?
Not ATM, but Martin may correct me. The easiest way to group tickets is to move them to a seperate queue. This has to be done by a real-life person :-(, but it is a safe way to sort them... Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de