21 Apr
2005
21 Apr
'05
9:15 a.m.
Dear List, we are using OTRS for managing different support queues. Because of our internal workflows it is often possible that a ticket changes its agent or even queue. At the moment the responsible manager has to make a search query for all tickets of some status and has to lookup for the status. There comes the idea of a ticket monitoring function, meaning that I can assign a ticket as monitored if I am a manager. After this I get also notifications of status changes, or added notes, i.e. but maybe I can also get a list of all tickets that I am monitoring. Does anybody knows how to implement such a function? Or does anybody knows if this will be a feature of upcoming 2.0? Thanks a lot, Matthias