The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b