whoa, what the f**k! turn off your auto responders gentlemen. just got spammed by four of those
N. Thursday, October 28, 2004, 4:24:54 PM, you wrote: NR> why do you ignore the ticket, close it instead if you see there can be NR> no answer (if the message contains only `thank you for help` for NR> example). NR> N. NR> Thursday, October 28, 2004, 4:22:36 PM, you wrote: PM>> We're seeing tickets needlessly escalate. Example, an agent replies to a PM>> ticket. The customer then responds. Agent doesn't have any new information PM>> or any need to reply so ignores the ticket. Ticket soon escalates and PM>> blocks all other agents' (who are monitoring the same queue) 'QueueView' PM>> display with a ticket that need not have escalated. PM>> Basically, we ONLY want to have unanswered tickets escalate. The lock PM>> timeout will nag the agent who has been assigned a ticket to follow up with PM>> the user. PM>> Am I incorrect in any of the logical flow in my statements? PM>> Thanks VERY much for digging through the code, Tyler! It's far more detail PM>> than I could ever have hoped to dig up! PM>> - Pete McDonnell PM>> Manager, Technical Services PM>> Hip Interactive >>> -----Original Message----- >>> From: Gerold Gruber [mailto:[EMAIL PROTECTED] >>> Sent: Thursday, October 28, 2004 5:49 AM >>> To: User questions and discussions about OTRS. >>> Subject: Re: [otrs] Set default of "Answered?" to Yes? >>> >>> Daniel Balan wrote: >>> >>> > It is true that this Yes or No doesn't affect the system search or >>> > stats, but what is its purpose? >>> In dependence of the related queue setting unanswered tickets >>> are unlocked (taken away from agent) and go back to the queue >>> where another agent could deal with them. >>> > I do not think that OTRS team implemented something without >>> a reason. >>> > Unfortunately the documentation doesn't include any >>> references to this >>> > issue. >>> > >>> > Cheers, >>> > Daniel >>> Hth >>> >>> Gerold >>> > >>> > >>> >>-----Original Message----- >>> >>From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] >>> On Behalf Of >>> > >>> > Tyler >>> > >>> >>Hepworth >>> >>Sent: Thursday, October 28, 2004 2:16 AM >>> >>To: User questions and discussions about OTRS. >>> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? >>> >> >>> >>One question. Why does it matter what "Is Ticket Answered" >>> is set to? >>> >> I have not found anywhere in the system that reports on that >>> >>statistic. I can't search for tickets with that state, and >>> it doesn't >>> >>affect whether I can close a ticket or not. That all works >>> >>independently of that value. So, what is the big deal? >>> Just curious. >>> >> >>> >>Tyler Hepworth >>> >>> >>> _______________________________________________ >>> 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/ >>> PM>> _______________________________________________ PM>> OTRS mailing list: otrs - Webpage: http://otrs.org/ PM>> Archive: http://lists.otrs.org/pipermail/otrs PM>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs PM>> Support oder Consulting für Ihr OTRS System? NR> _______________________________________________ NR> OTRS mailing list: otrs - Webpage: http://otrs.org/ NR> Archive: http://lists.otrs.org/pipermail/otrs NR> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NR> 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? => http://www.otrs.de/
