Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message. We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it. If there isn't a way, has anyone come up with a good scheme to work around this? Ben Wolpoff
Hi Ben, On Fri, Mar 21, 2003 at 01:44:35PM -0700, Open Ticket Request System wrote:
Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message.
We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it.
If there isn't a way, has anyone come up with a good scheme to work around this?
I thinks this is working. .-) Because if the agent has a locked ticket and anybody else (e. g. customer or a other agent) is adding a note then there appears a message in the agent frontend "Info: You have 1 new message(s)!". PS: Just in case, if you want to send an answer to the customer use the "Compose Answer" links and the customer will get an copy of the answer via email. Use the ticket-note just for "notes", not for customer communication.
Ben Wolpoff
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something. Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on. Ben Wolpoff On Sun, 23 Mar 2003, Martin Edenhofer wrote:
Hi Ben,
On Fri, Mar 21, 2003 at 01:44:35PM -0700, Open Ticket Request System wrote:
Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message.
We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it.
If there isn't a way, has anyone come up with a good scheme to work around this?
I thinks this is working. .-)
Because if the agent has a locked ticket and anybody else (e. g. customer or a other agent) is adding a note then there appears a message in the agent frontend "Info: You have 1 new message(s)!".
PS: Just in case, if you want to send an answer to the customer use the "Compose Answer" links and the customer will get an copy of the answer via email. Use the ticket-note just for "notes", not for customer communication.
Ben Wolpoff
Martin
-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
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Hi Ben, On Mon, Mar 24, 2003 at 11:46:02AM -0700, Open Ticket Request System wrote:
That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something.
Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on.
I see. The OTRS philosophy is that the status is "Open" if the customer got a message (e. g. email or phone call). How about the "Compose Answer" link to send the customer a info that you are working on the ticket. -=> Status "Open".
Ben Wolpoff
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
Guten Abend Martin, On Tue, 25 Mar 2003, Martin Edenhofer wrote:
Hi Ben,
On Mon, Mar 24, 2003 at 11:46:02AM -0700, Open Ticket Request System wrote:
That makes sense, but it doesn't really work for our setup. We have a group of people and we often have more than one agent working on a ticket. We need a way to see (let's say in the "raw" queue) that there are notes attached to a ticket. So on a non-locked ticket in the queue that everyone can see without zooming in on every message. Different colors or something.
Also, one other thing that would work would be having adding a note change the status from "New" to "Open" as it has been worked on.
I see. The OTRS philosophy is that the status is "Open" if the customer got a message (e. g. email or phone call).
This is understood and it makes sense.
How about the "Compose Answer" link to send the customer a info that you are working on the ticket. -=> Status "Open".
But there are many cases where you begin to work on a case before contacting the customer. I just need a way for the rest of my group to know that it has a note without zooming on the ticket. We often just need to write a quick note about the problem, especially when tutoring new agents, but they need to be able to see that there are notes attached.
Ben Wolpoff
Martin
I appriciate the help. Danke, Ben Wolpoff
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Open Ticket Request System