Hello Martin, thanks for your feedback.

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One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively.

I don't have a good idea to track the time automatically. Anyway, I added the "Need accounted time" feature to (CVS 1.1). Config option "FrontendNeedAccountedTime" (default 0).

Would it be possible to use a cooky for that? If you zoom in write time and ticket-ID to the cooky and if the send button is pressed, re-read it and calculate the spended time.

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Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done?

I think I need to write a chapter for the OTRS doc. But here is the short way:

Add "feedback" and "pending feedback" via admin interface (AdminState).

Add the following to Kernel/Config.pm [...] $Self->{ViewableStats} = ["'open'", "'new'", "'pending auto close-'", "'pending auto close+'", "'pending reminder'", >"'feedback'", "'pending feedback'"]; $Self->{StateAfterPending} = { 'pending auto close+' => 'closed successful', 'pending auto close-' => 'closed unsuccessful', 'pending feedback' => 'feedback', }; [...]

Restart your webserver (if you use mdo_perl) and you will have this.

That was the easy stuff and I did it already. The problem was, I would like to see an extra option in the locked ticket-view, which shows me all the tickets with state feedback (beside All, Open, New, Pending, Reminder). Well, meanwhile I went through the system and did adapt the files AgentMailboxNavBar.dtl, RuntimeDB.pm, AgentMailbox.pm and AAATicket.dtl as well as the table 'ticket_states'. Now it seems to work perfectly. Did I something miss? Thanks again for providing such great stuff! By Ralph