RE: [otrs] How to make a message not New?
I agree with this. -----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote:
Let's say a customer replies, so I have a "New Message" waiting for me. Let's say that I'm not going to reply right away, but I'm also not going to close the ticket.
How can I make a message not keep telling me it is new without replying to the customer?
Try using the 'Pending' functions.
Jepp. Or just add a note (the last article need to be from you).
It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars
On Wed, 2003-10-15 at 12:59, Covert, Jake wrote:
I agree with this.
-----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New?
It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =)
I don't agree with it. If tickets were not new, then agents who have the queue in their Custom Queue list wouldn't get notified. It needn't always be the case that an agent is creating a ticket for themself to work on; it isn't in my environment. However, I discovered (by becoming aware of not having been notified of the arrival of new tickets when I should have been) that if 'Owner' is set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do. Jim
participants (2)
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Covert, Jake -
Jim Wight