I'm new to OTRS and have to say that while I'm still a relative newbie, I'm really impressed and excited about implementing it in my company. Anyway, I have a few questions about the way ticket notifications in the QueueView work and was hoping someone could lend a hand.
1) When I log in, it says "New Message". If I view the message and go back to the QueueView, it still says "New message". It seems like the only way to change its state to "seen" is by interacting with the ticket in some way (e.g. adding a note, changing the state, priority, etc). Is this expected? If so, is there a setting SysConfig to enable changing the message to "seen"? 2) When I set a ticket state to pending for a later date, in the QueueView it shows up at "ticket #: update time is over". I would have thought changing the status to "pending" would suppress these notifications, but it doesn't look like it. Again, if this is expected, is there a configuration I could change to enable suppression? Thanks in advance, Jeffrey CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.
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