Sarah Baker schrieb:

Is there a way for a customer in the system to put a watch on a ticket that they didn’t send in? We’re using OTRS for larger scale tracking of problems that one person might enter but that many people want to follow. Without being an agent – how can they do that?

Hello Sarah, there is a feature called company tickets, which gives anyone with the same company / department / group id access to each others tickets. This gets close to your wish, I don't know of any other solution. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de