Ticket History

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BigPanda12
OTRS newbie
Posts: 4
Joined: 18 Apr 2018, 11:23
OTRS Version?: 6.0.4

Ticket History

Post by BigPanda12 » 03 Aug 2018, 10:59

Hello,

When I open the History at the agent page I can only see the name of the agent who has edited something. However, if the customer edited the ticket the name of the editor is not shown.

(index.pl?Action=AgentTicketHistory;TicketID=**).

Unbenannt (2).png
We want to see the name of the customer in the History too. As you can see only the agent name is shown in the picture and the customer name is just a "-".
I use OTRS 6.0.4.
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reneeb
OTRS guru
Posts: 4722
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
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Re: Ticket History

Post by reneeb » 03 Aug 2018, 11:29

This would need development...
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

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christianclavet
OTRS expert
Posts: 75
Joined: 27 Aug 2018, 13:50
OTRS Version?: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Ticket History

Post by christianclavet » 27 Aug 2018, 15:28

Hi,

Looking at the screenshot that seem logical. The customer is not considered an AGENT.

So there seem that OTRS would need a CUSTOMER history block, as it's not recording it.
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