Hi Markus. Thank you, that worked like a charm! Lars

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of EDV Tekomedia Sent: Tuesday, February 19, 2008 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How to remove "New Message"

Hello Lars, what is your configuration entry in Ticket -> Core::Ticket Ticket::NewMessageMode: By default, it is "ArticleLastSender" which means, that you have to answer to a message or at least add a notice. I guess you want to mark the ticket as read, when an agent takes a look at it. In this case, choose the ArticleSeen entry.

Hth

EDV Tekomedia Markus Nagel

Tekomedia GmbH Castroper Str.12 D-44791 Bochum

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Lars Jørgensen schrieb:

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We set a 'pending reminder' on the ticket and specify the date we expect to be able to do something (or get back to the customer for an update or more information for instance). Thanks, that is a nice way to solve the problem.

Except it doesn't work. I tried to set a pending reminder for 10 minutes on one of my tickets. It still shows up in the "New message!" view. What am I doing wrong?

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