Hi guys,
Thanks for the responses.
Gene Parks is right that I want to run everything from e-mail, whilst
taking advantage of the Web backend as a history/repository/analysis
resource.
Stefan, you raise a good point which is that locking is difficult via
e-mail (i.e. I start writing a reply to a ticket and someone else gets in
there first and we both end up replying to the message -- annoying).
In our situation we only have a small number of agents and it is usually
fairly intuitive who should answer each support query, so I believe the
locking issue is slightly reduced.
You could resolve the problem by sending out new ticket notifications to
each agent. If an agent wants to reply they just click a link to lock it
to them, or reply with 'lock' in the message body. If someone has already
locked an error message could come back. Then the agent can reply to the
success message, with the reply going straight to the original ticket
raiser. An auto-unlock kicks in after a while.
Having the OTRS database accessible out of an IMAP server is a brilliant
idea -- that would integrate with our local systems pretty nicely, but
suspect that is quite a bit more work.
I think just a basic email command interface like Martin suggests
would be a good enough solution for us in the first instance.
Should I go about trying to hack one together, or would it be better to
leave it to an OTRS expert?
Many thanks,
Nick.
