Hello, we test otrs, we are several agents. We would like make this: * a ticket is open in a queue (raw for example) * all agent have this queue in personal queue * a agent think that he can resolve the problem, but he is not sure * he doesn't lock the ticket because he is not sure * he writes a note in the ticket where he asks a question to all the others agent (again without lock the ticket) Is it possible ? 1) that the display of the queue (Queue View) is automatically displaying in zoom state or 2) than there is a sign (may be with a icon) which show that there is a new note appened ? All of the two solution without locking the ticket, in this case all the agent can see easily the add of a note. Best regards -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]
Hi Serge, On Tue, Jun 17, 2003 at 04:34:36PM +0200, Serge ALGAROTTI wrote:
we test otrs, we are several agents. We would like make this:
* a ticket is open in a queue (raw for example) * all agent have this queue in personal queue * a agent think that he can resolve the problem, but he is not sure * he doesn't lock the ticket because he is not sure * he writes a note in the ticket where he asks a question to all the others agent (again without lock the ticket)
Is it possible ?
This is possible.
1) that the display of the queue (Queue View) is automatically displaying in zoom state
or
2) than there is a sign (may be with a icon) which show that there is a new note appened ?
All of the two solution without locking the ticket, in this case all the agent can see easily the add of a note.
QueueView is designed to show the latest customer message. An additional lookup for agent notes would be a performance problem on big setups. -=> I can put it as config option to the TODO lsit for OTRS 2.0. But for OTRS 1.x you need to patch this by your self. .-)
Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --
participants (2)
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Martin Edenhofer -
Serge ALGAROTTI