Thanks for the follow-up, knowing this, is there any harm in using note-external? The way we're trying to do this, since this is replacing an existing (non-existant) e-mail based helpdesk setup (as in, it was just all e-mails, no tracking), we all like to see all the tickets, but respond individually. Its the colaborative effort, since there's only four of us, that gets all these things done. Being able to reply to agent e-mails isn't available, adding notes would be...any suggestions on how we might go about this? Right now we have the default queue and individual queues...but we've all setup that the custom queue shows each-others' queue. Also, we don't lock tickets, at least we try not to, but sometimes they still lock (any way around that, too?). Thanks for helping the newb -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 12:57 PM To: otrs@otrs.org Subject: AW: [otrs] Customer User Groups & Broadcast e-mails

Also, in using 1.1.0rc2 there isn't the ability to write Note-External? What am I doing wrong.

TIA -Dave

Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs@otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote:

The only Note type offered when adding a note is note-internal. It was the same in RC1.

We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...]

Jim

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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