[otrs] (no subject)

Alexander Halle ahalle-otrs at radprax.de
Thu Dec 10 22:33:59 GMT 2009


Chris Johnson wrote :
[...]
> The catch is that they want to go and have special “States” that a
> ticket (service request) goes though, with notifications on each of
> those, and possibly auto triggers pushing the ticket along to the
> next state.
[...]

Hello Chris,

you could use the GenericAgent for the automatic state changes and 
perhaps the new event based notification system for the additonal 
automatic customer notifications. Also look at ACLs to ensure that your 
agents don't break the desired workflow.

Finally look at the developer manual to get an idea of the expandability 
of OTRS if you can't realize the wishes with the built-in functionality.

Regards

Alexander

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