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
, February 16, 2005 2:23 PMTo: User
questions and discussions about OTRS.Subject: RE: [otrs] Last
activity in queue view?
Yes, in this case the goal is to not necessarily have it
go back to the same agent. The idea is that the response is often
generic ("have the user disab
llSent: Wednesday, February 16, 2005 11:09 AMTo:
User questions and discussions about OTRS.Subject: RE: [otrs] Last
activity in queue view?
The developer could change the owner to a particular tier
1 agent, which sends a message they type into the comments box. Would
the ticket not be
The developer could change the owner to a particular tier 1
agent, which sends a message they type into the comments box. Would the
ticket not be directed back to the original agent to respond to the customer
anyway?
- Pete McDonnell
Manager, Technical
Services
Hip
Interactive
