Hi Volker, On Wed, Oct 23, 2002 at 02:26:53PM +0200, Volker Vo?k?mper wrote:
First my congratulations to the progammers of this tool.
Thanks!
I'm happy that I can use it now!
Fine! :)
OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts.
So I miss the following features:
- Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem
- In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found
- Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#)
- on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table
- change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors)
- flag for billing in each step of a ticket (you can't make an invoice for all things you do)
- separat statistics for work and possible billing grouped by customer and contact with list of ticket#
- view cusomer name in queue view
I see this points. OTRS (currently) is developed to put an existing customer database on it. Yes, a modular contract frontend/backend would be important. Is it possible for you, to help by the contract frontend/backend?
Generally I miss:
- send answers with attachment
This is done by the next Beta (0.5 Beta8). :)
Volker
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider