Hey Martin Thanks for your response. Please find my feedback below:

this feature got dropped in OTRS 2.4 because of the new global overviews (you know you can switch between s/m/l ticket overview mode). In the meantime I was able to reactivate this feature even in OTRS 2.4 (or at least the notify-Module, which is the most important thing). The following options in the Config.pm solved the Problem:

$Self->{'Frontend::NotifyModule'}->{'4-Ticket::TicketNotify'} = { 'Module' => 'Kernel::Output::HTML::NotificationAgentTicket' }; Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)

But, I have good news! A much more powerful feature got already implemented for next OTRS major release (OTRS 2.5/3.0).

A add some screenshots of this new cool feature to show what I mean.

In future you have the opportunity to see "new message" or also other meta infos on ticket level systemwide. In ticket overviews, dashboard, ticket zoom... and so on. You also will have "filters" to only see tickets in overview with new messages/new articles. :) That's a really nice addition - especially the thing with the filters. However, I'm not quote sure if you mean that the NotifyModule::NotificationAgentTicket is also going to be dropped out. If this is going to be dropped, an agent has to look into the dashboard for new tickets all the time. It's very useful to get informed about new tickets wherever you are in OTRS and without clicking on dashboard first.

Best regards Raphael Thoma

Hey Martin

...

Because we use OTRS in our daily work we are unable to wait for 2.5 or 3.0 ;-)

Ok, I understand! :)

Is there already a planned release date (Q? 2010) for those new versions?

Currently we think to cover it via this kind of information. For example in this case the agent has 57 responsible tickets with 41 as new article. 4 watched with out any new article. And 24 locked with 9 new article. Would this cover your your needs?

In General I think this would cover our needs - in general. First of all I have to say, that we work with 2.4.x since this morning. So we aren't really common with the new dashboard functionalities and how to use those. This means that we always worked with the alert-notification indicating new tickets and not with the symbols on the top right corner. The alert-text was an eye-catcher which immediately indicated that there is a new follow-up (or message). The icons on the top right look the same - it doesn't matter if there is no new ticket or it contains 10 new tickets. So it's more difficult for an agent to recognize that there are new follow ups. Back to the dashboard: some of our queues are full of new/open tickets which all are displayed in the dashboard lists. So a filter functionality in the dashboard would be very useful for us. Please let me know if you require any further feedback. Regards Raphael Thoma