Dear Kevin, Simply answered: yes , yes and yes ;-) 1. Out of the box 2. done on organizational level limited actions per frontend to archive your idea 3. same as 2. Contact enjoy@otrs.com for getting a complete list of conceptional design workshops content. Merry Christmas! Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 23.12.2010, at 20:10, kevin.cooze@litens.com wrote:
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
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