I´m new to the Forum and more than new to OTRS and have been given the project of improving the use of our OTRS.
Can someone please assist by answering the following questions
1. Currently our system is configured in a way that when a customer is sending a follow up to a closed ticket it goes to the beginning of the queue. However since it is a new email within an existing closed ticket it should go to the end of the queue. Is there any way to change this?
2. Same as above but issue being the follow up is also closed successfully. For us this means 2 emails closed within 1 ticket. Anyway to show the number of emails closed in the stats rather than tickets? As in our case it might as well be 2 different agents working this ticket.
3. How to remove the Ticket owner option?
Any help regarding this would be more than appreciated.
Thanks
