Note obligatory & "my tickets" list

[Marwain]

Hi,

as usual with me, two issues.

First one is the note is obligatory with all the ticket actions - that's not really necessary every time, as there are changes that do not need a text reason. For now I've put there a workaround where I've set the default content to "-", so the agents are not required to fill by hand. I also tried to edit the DTL file, in this case "AgentTicketActionCommon.dtl" by removing the "Validate_Required" class from the form element, but that just had effect on the error report, now I get "An unknown error has appeared" instead of "This field is required". The real problem is that the note-internal messages containing just "-" are really messing the ticket history.

Second one is the "my tickets" list for agents. It would be really handy if the agents could see the tickets that are in their ownership. I've already found several stuff on the internet and here also, but no real solution. A dashlet would be ok, but I'm pretty sure someone else is facing this problem.

Thanks in advance for any help