[otrs] Phone call/ new ticket

[Nils Breunese (Lemonbit)]

Mike Lykov wrote:

> In "phone ticket" from field is a input box and "to" is a drop-down.
> In "email ticket" "from" is a drop-down box, and "to" is a input box.
>
> I think so:
>
> * i get a phone call and i want to create ticket without  
> notification user by
> email (user maybe haven't email, or it not known to me now, or I  
> don't want
> to show using otrs to user).
> in drop-down I choose queue. what i must fill in input box (from)?

It expects the email address of the customer. I don't know if you can  
change this behavior.

> * i get an letter to my personal email, not to configured in otrs.
> I want to create ticket in otrs silently, without user notification.
> in drop-down (from) i choose queue. What i must fill in input box  
> (to)?

We solve this by forwarding the email to the address configured for  
the queue and it will just show up there. No need to manually copy- 
paste the message.

> if i fill email ticket, user get an email. can i avoid it ?

Disable the notification.

> why email ticket created "from queue to user" ?

Because then the user can reply and the answer will show up in this  
queue. Or maybe I didn't understand your question.

>>> The "Search Customer" also doesn't seem to do anything.
>> Do you have customers in your database? Any error message you're
>> getting?
>
> We (for example) do not want to give web interface to customers and  
> work only
> with emails.
> We do not creating customer users in database by hand. Can we search  
> anything
> in "search customer" ? maybe customers auto-created by their emails ?

You need customers in your database if you want to use the customer  
search field.

Nils Breunese.
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