Beautiful, I'll use the note->external here. Another question about the locking, it seems odd that after a ticket is locked it seems to go to a different queue. We definately like the locking ticket idea, but the ability to view others' locked tickets and possibly add notes to that ticket (via follow-up email instead of directly into the ticket perhaps?) would be nice. Like I said before we collaborate on just about everything that comes in, unless its minor, in which case the ticket would most likely be closed by the first person to pick it up. Please also keep in mind we're newbies to this system, I appreciate all of your time greatly. -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:40 PM To: otrs@otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 01:22:42PM -0400, DTerrell@Delphi-Tech.com wrote:

Thanks for the follow-up, knowing this, is there any harm in using note-external? The way we're trying to do this, since this is replacing an existing (non-existant) e-mail based helpdesk setup (as in, it was just all e-mails, no tracking), we all like to see all the tickets, but respond individually. Its the colaborative effort, since there's only four of us, that gets all these things done. Being able to reply to agent e-mails isn't available, adding notes would be...any suggestions on how we might go about this? Right now we have the default queue and individual queues...but we've all setup that the custom queue shows each-others' queue. Also, we don't lock tickets, at least we try not to, but sometimes they still lock (any way around that, too?).

* If you don't want to send emails to the customer us the note-external. It's not active by default because some people was wondering because the customer got no email by adding an external note. * There is no workaround for not locking a ticket if somebody is working on it. Because the locking is one of the main ideas of OTRS.

-Dave

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs