Hi Ali, Thanks for your reply. But then what is the utility of this function then please ? When I go to locked tickets and Unlock the only one Ticket I have locked, the New Message "Folder" in the top left corner of my Agent frontend is updated to 0 BUT when I lock the ticket again to work on it, the same New Message "Folder" come back to 1. So the problem is still there : how to make this new message READ without unlocking my ticket, I don't need to have one New Message per Locked Ticket as I will only need to check the number after Locked Ticket to have this information !? :) Laurent Ali, Mustaqil M a écrit :

I believe that this happens when you have locked tickets that aren't closed. (Confusing, locking != closing)

Go to the top right where it reads "locked messages" and from there, unlock the messages listed there as need be.

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: 25 June 2008 14:57 To: User questions and discussions about OTRS.org Subject: [otrs] "You have 1 new message !" warning

Hi,

Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed "You have 1 new mlessage !" under the Agent frontend please ?

It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ?

Thks.

Best regards,

Laurent MINOST _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Hi Steve, Thks a lot, this was the exact directive that we need to modify to achieve what we wanted to have. Big thks for your time and support. Laurent MINOST Steven Carr a écrit :

Laurent Minost wrote:

...

It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ?

By default it will only stop showing unread messages when you reply to, add a note or in general do something with the ticket, you can modify "Ticket::NewMessageMode" and set it to "ArticleSeen" which will hide the notification once the message has been read.

Steve

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