Hi,
You could add an extra state like (Developer response) or (Note added) and enable $Self->{NoteSetState}=1 to the config.pm. You can then set this as the default state but when using the first state the support group has to change the state everytime they add a note. I decided to use the (Note added) myself as we like to see this whoever adds a note. We also have a state after sending an internal email called "waiting for response (Internal)". A postmaster filter on our own maildomain then changes the state to "response received (Internal)" when one of our developers replies.
> From: Talley, Brooks [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, February 16, 2005 1:56 PM
> To: User questions and discussions about OTRS.
> Subject: [otrs] Last activity in queue view?
>
>
> 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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