Hello All, I'm new to OTRS and this mailing list. I just recently implmented OTRS to handle our support email needs, and so far everything is working great! Every tweak request that's come along has been doable in some form. My gratitude goes out to the programmers who have made OTRS everything that it is!
I've been scouring the options and (to the best of my ability) the list postings to find out how I can achieve these tweaks. Our agents would like to see the last-activity (wether it is an internal note, or a reply to the customer) for items in the AgentQueue rather than the original customer email. In a lot of cases we've already sent a response to the customer and we're waiting to hear back, so we don't want to close the ticket until we've gotten a response. In other cases we need to do some internal work before we can get back to the customer with the answer. I configured a new pending mode called "pending customer response" .. We set the ticket to this pending mode, and give it a timeout period of a week. (It defaults to 24 hours right now, I'd like to change this but can't figure out how). When the timeout expires, the ticket reappears in the queue with a "no response" status. This is a sign for the agents to contact the customer to expedite closing out the ticket. Its these cases where tickets have already been addressed and the agents need to zoom into the ticket to see the history and click on the last-reply or last-note to see what remains to be done. If I could find a way to show the last-note or last-reply in the AgentQueueView that would be ideal. Finally, some of the ticket-parameters in the AgentQueueView are truncated. Theres apparrently a maximum length after which the words get truncated with [..]. For example, we have a queue called "Certificate Requests" .. In the agent queue view this appears as "Queue: Certificate Reques[..]". I'd like to either turn off the [..] feature, or increase the maximum line length. Again I couldn't find the relevant system setting. So, in summary, these are my tweaks - (1) Show last activity in the AgentQueueView preview (2) Set default of 1 week for pending items, instead of 24 hours. (3) Expand maximum string length in AgentQueueView for QueueName, Status, etc. If I need to change the source, I'm not much of a perl programmer but if you point me in the right direction I can hack my way through. Thanks in advance for any advice! Ron _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
