[otrs] State of a Ticket & Grouping of Tickets

[Martin Edenhofer]

Hi Tom,

On Tue, Jun 18, 2002 at 09:10:31AM +0200, Tom Schröder wrote:

> So here a real life scenario. I have a Queue for our web developers. 
> They come out with a new snapshot of a site and our internal staff and 
> the customer should have a look. A couple of people are submitting the 
> same error (maybe a missing image) and in this case it would be nice to 
> make the first ticket the "master ticket" and the other ones duplicates. 
> I know this from Bugzilla but this system would be too complicated! ;-)
> 
> The same could happen with a network outage or some other ISP related 
> problem.

I see what you want. Put a group of tickets to one and answer/handle just
this one, right? If yes, it's not possible, at the moment. Because a ticket 
system want (normally!) to handle tickets in customer <-> agent (1:1) relation. 

 -==> Your scenario would be a n:1 relation.

My solution in this case would be:

 * Create a support web form for the customers (with special options like product,
   release, component, ...). This form generates emails for your OpenTRS system.

 * Dispatch the incoming emails with procmail 
   e. g. 
   [...]
   :0 fw :
   * ^Product: your-product
   | formail -I "X-OTRS-Queue: your-product-queue"
   [...]
  
    -==> All incoming emails with "Product: your-product" in the email will be 
          dispatched to the "your-product-queue" queue.

   You can also sort with more arguments such product && release && ...

   See http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html 
   for more details. 

 * Add standard responses to this queue with the default answers (most needed answers).

 --==> You can handle each customer fast and personally.

> Sub-Queues would also be a nice addon but I think that is not your 
> intention for OTRS.

We got feedback (about sub-queues) from many people, so maybe OpenTRS will have sub-queue 
support in the next major release (e. g. 1.0). 

> have fun,

You too. ,-)

> bye!tom

  Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
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