Hi all, I have a few problems that, if solved, I think may enhance the quality of RT.
1) RT displays a lot of notification messages through a pale yellow message box on top of the ticket page. Everything is displayed the same way regardless of nature (info, error, etc.). I think that it would be good to separate this messages at least into two categories: info (usual pale yellow box) and error (pale red box). Presently, since you cannot easily tell the difference, it happens quite often that one operator tries to take a ticket just half a second another operator took it, gets an error box, thinks it is the usual confirmation box, and starts working on the ticket. Sometimes he even does not realize he is doing duplicate work until he tries to resolve! 2) Beginning users of RT often fall into this error: click "resolve" on top of the ticket, write some message, then click "resolve" again instead of clicking on "update ticket" at the bottom. Why does "resolve" still show on top of the ticket when you're resolving? Is it possible to remove it? I think it doesn't belongs there. 3) Custom field of type "check multiple values" (check-box) could be ticked directly from the display page of a ticket instead of having to go into the modify page. It would help streamlining the work on tickets. Just a few thoughts. Thank you Cris p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned "problems". -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012