Hi Ilya, Many thanks for your help! I finally found the solution (before your answer :), I put a default text in the text box so the trick is made. I also find that if you put the fields note to "No" you wont see any of the notes fields and then you just have the next state (and free fields if defined so) ... as you said ! Many thanks and Merry Christmas :) Cheers Philippe -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: mercredi, 23. décembre 2009 16:23 To: otrs@otrs.org Subject: otrs Digest, Vol 15, Issue 102 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Escalated tickets - different colours ? (Dejan Miklavcic) 2. Closing a ticket : text is mandatory (Martignier, Philippe) 3. Re: Closing a ticket : text is mandatory (Ilya Kornev) 4. No Schedule under GenericAgent Jobs (Jeffrey Friedman) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 13:17:45 +0100 From: Dejan Miklavcic Subject: [otrs] Escalated tickets - different colours ? To: otrs Message-ID: <32110beb0912230417l4cf57befl96b450cb6e48442b@mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan ------------------------------ Message: 2 Date: Wed, 23 Dec 2009 14:31:12 +0100 From: "Martignier, Philippe" Subject: [otrs] Closing a ticket : text is mandatory To: "'otrs@otrs.org'" Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC800@ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many thanks for any response :) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.