this is something requested by our agents alot!
since you cant edit notes (see discussion on other posts) our agents would really like a scratch/note pad per ticket
one of the usercases:
change: deploy some software on 20 pc's
the note would look like:
pc1: done
pc2: deploying
pc3: done
pc4: done
pc5: done
pc6:
after software was deployed on pc2 and pc6 the agent could edit the note with:
pc1: done
pc2: done
pc3: done
pc4: done
pc5: done
pc6: done
(as a workaround they now work with paper!)
someone know an answer to this?
scratchpad (editable note)
Moderator: crythias
scratchpad (editable note)
lamp, OTRS 3.0.latest:ITSM 3.latest (keeping up to date)
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Re: scratchpad (editable note)
for me this looks like a change which should be done in the Change Management Module.
I also see no drawback in using notes and have a note per PC
I also see no drawback in using notes and have a note per PC
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: scratchpad (editable note)
it was just one usercase, the agents really need something to edit
lamp, OTRS 3.0.latest:ITSM 3.latest (keeping up to date)
AD link to customers and agents
AD link to customers and agents
Re: scratchpad (editable note)
this would require some development...
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com