Thread mails as new & on TOP priority

shridhar · Post by **shridhar** » 13 Nov 2013, 13:38

Hi All,

Can any one tell me, how to prioritize the thread mail to TOP as new mail in my OTRS dashboard and it should be available to all my agents also.

Ex: Like in gmail, if any mail is composed and send to concern person, and if he replies to that mail its appear on TOP in my Inbox of gmail.

I need similar functionality in OTRS dashboard, since the thread mail which are appearing in my OTRS Dashboard is some where in 5th or 10th page for more...., and i need to search that mail through its TicketID and reply to concern person.

How come I can have this functionality in OTRS dashboard? can any one HELP me out.

It would be highly appreciable for your concern help.

Thanks & Regards,
Shridhar

shridhar · Post by **shridhar** » 13 Nov 2013, 13:39

Hi All,

Can any one tell me, how to prioritize the thread mail to TOP as new mail in my OTRS dashboard and it should be available to all my agents also.

Ex: Like in gmail, if any mail is composed and send to concern person, and if he replies to that mail its appear on TOP in my Inbox of gmail.

I need similar functionality in OTRS dashboard, since the thread mail which are appearing in my OTRS Dashboard is some where in 5th or 10th page for more...., and i need to search that mail through its TicketID and reply to concern person.

How come I can have this functionality in OTRS dashboard? can any one HELP me out.

It would be highly appreciable for your concern help.

Thanks & Regards,
Shridhar

jojo · Post by **jojo** » 13 Nov 2013, 14:56

thats not the way a ticket system works

Post by **crythias** » 13 Nov 2013, 15:32

Your email inbox would have this listed in the order you require because you'd get notifications as they arrive. Then you'd click on the link in the email to go to the appropriate ticket.

Tickets are meant to be completed. Just because someone responded to a ticket doesn't necessarily mean that response is any more important to address than a new or old or priority ticket.

reneeb · Post by **reneeb** » 13 Nov 2013, 15:42

Which OTRS version do you use?

shridhar · Post by **shridhar** » 13 Nov 2013, 15:54

Thanks for your response "crythias"

But do we have any alternate solution to overcome this problem?, since it become tough situation on dashboard to check these kind of mails...

We have most of the Tickets holding on Inbox and awaited, so these problem occurs.

Awaiting for your reply.

shridhar · Post by **shridhar** » 13 Nov 2013, 15:58

Hi Reneeb,

We are using OTRS 3.0.10 version and ITSM 3.0.9.

jojo · Post by **jojo** » 13 Nov 2013, 16:01

the owner of the ticket will receive an info on updates (if he switched on the value) -> thats the suggested way to work
also there are the stars showing new articles
in 3.3. you can show the "changed" column and order by this

jojo · Post by **jojo** » 13 Nov 2013, 16:03

Moderator Note: Please don't open several threads for the same!

reneeb · Post by **reneeb** » 13 Nov 2013, 16:07

For the QueueView, you can find a package at viewtopic.php?f=21&t=4619&p=88693&hilit ... act#p88693

Maybe you can adopt it for the Dashboard widgets...

Znuny Open Source Ticketsystem