What if you changed the owner back to a "generic" owner which had the e-mail address set to a distribution list for all tier 1 users? Anyway, just a thought as I have zero Perl skillz. - Pete McDonnell _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 2:23 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? Yes, in this case the goal is to not necessarily have it go back to the same agent. The idea is that the response is often generic ("have the user disable javascript and try again"), and it should go back into the main queue so it can be sent back to the user even if the original tier 1 agent is now off-shift. I'll pass along this idea as a workaround, but I'd really love to find a way to include "last activity" in the overall queue view. Cheers -Brooks _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete McDonnell Sent: Wednesday, February 16, 2005 11:09 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b