> -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] Behalf Of > Covert, Jake > Sent: Wednesday, October 15, 2003 3:15 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > I think a quick configuration option in config.pm as to whether a > Phone-based ticket defaults to new or not would solve this. >
That´s exactly what I would propose. It´s nice to know that it can be bypassed by setting the owner, for now. (Thanks for that, Jim) But for future use, it would be easier to have a config option to control the behaviour. Lars > Martin? > > Jake > > -----Original Message----- > From: Jim Wight [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 15, 2003 9:11 AM > To: User questions and "discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > On Wed, 2003-10-15 at 12:59, Covert, Jake wrote: > > I agree with this. > > > > -----Original Message----- > > From: Lars Monsees [mailto:[EMAIL PROTECTED] > > Sent: Wednesday, October 15, 2003 4:57 AM > > To: User questions and discussions about OTRS. > > Subject: RE: [otrs] How to make a message not New? > > > > > It would be nice if tickets created by phone-view > wouldn´t be handled as > > new. As I´m the one who created the ticket, I know it´s > not new =) > > I don't agree with it. > > If tickets were not new, then agents who have the queue in > their Custom > Queue list wouldn't get notified. It needn't always be the > case that an > agent is creating a ticket for themself to work on; it isn't in my > environment. > > However, I discovered (by becoming aware of not having > been notified of > the arrival of new tickets when I should have been) that > if 'Owner' is > set in PhoneView then tickets bypass the 'new' state and > go straight to > 'open', so maybe that's what you need to do. > > Jim > > > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
