Hi, everyone.
So far, OTRS is working out great for us. Thanks to everyone who has put
time and energy into it!
We've run into a
minor process issue. We have a tier 1 support group that is responsible
for most customer interaction. Periodically a question comes up that they
need help from a developer on. So far, so good: tier 1 moves the ticket
into the developer queue. However, we don't want developers responding
directly to customers (things like tact and grammar aren't always developers'
strong suits). So the developer adds a note to the ticket, explaining what
the customer should do or be told or whatever, and moves the ticket back to the
tier 1 queue.
That's where the
difficulty is; in queue view, tier 1 can't tell that the ticket has come back
from development with a note attached. So, if a different tier 1 person
sees it, they just put it back in the developer queue. Which drives the
developer nuts.
Is there a way to
add a "Last activity: note from [developer username]" type of line to the queue
view? It's clearly visible if you zoom the ticket, but it would make life
easier if tier 1 people could act on some tickets without zooming
them.
Thanks
-b
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