Hello,
Thank you all for doing such a great job on OpenTRS. I have some
questions I was wondering if you could answer.
1) I noticed in the AdminArea, there is a 'Status defs' option. Are these
ticket states? Because I added one that said "Waiting_for_user_reply".
When I go to my QueueView to send a response, I was not able to assign
"Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones,
"Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status
defs' were not ticket states, what are they?
2) Also, I have a related question. We use OpenTRS as a technical
support helpdesk. Most of our users never reply to tell us that the
problem is fixed. Is there a way to mark a ticket as
"Waiting_for_user_reply" and set an expiration date of 2 weeks. If the
user replies with more problems within two weeks, then the ticket is open,
or else, the ticket becomes closed automatically. How can I implement
this?
3) I was wondering if there was a way to change the ticket number
after it has been assigned. Lets say I have a user who asks me a
question. I answer it and then marked the ticket to be closed. When the
user replies, the user has a related question. However, since the ticket
is closed, a new ticket number is assigned. I would want to change the
ticket number to be that of the first email. Can we have an option to
change the ticket number? Or how can I implement it myself? This
question is similar to merging tickets.
4) Is there an easy way to look through old closed tickets without
searching for them? I think it would be really helpful to have an archive
link that would bring up a page with a few folders that correspond
to ticket states. Emails that were marked closed successful would all be
in a folder and tickets marked closed unsuccessful would be in a folder.
I think this would be a useful tool.
Once again, I want to say how much I admire your hard work on OpenTRS.
It is a great product. Any response to this would be greatly appreciated.
Best Regards,
=Diane
