Yes, he may archive the tickets, but still having a ticket opened for a long time without anything that says that you have posted something in it is sometimes hard to explain to operators. I think I'll try to edit the template of the agent ticket view, since the last changed by and last changed time are both stored in the database... 2014-03-05 13:11 GMT+01:00 Gerald Young :

You may wish to archive old tickets to (a) queue that had FollowUp new ticket or reject. On Mar 5, 2014 5:46 AM, "Ralf Hildebrandt" wrote:

...

Is it possible to show the time of the last contact instead of "ticket creation date"?

Why?

Users are responding to old, already closed tickets. These are then shown as "430 days" old, and the agent is panicking :)

-- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com http://www.lynx-international.com* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.