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Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<<

Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles