Hi Ovidiu, On Fri, Mar 14, 2003 at 07:42:30PM +0200, Ovidiu Constantin wrote:
We are testing OTRS, and we consider switching to it. We do have some questions, though. We have special needs here and would like to ask the developers if they consider implementing them.
1). We would like to have more "properties" for tickets (different that (sub)queues) - like: Incident type = "Known Bug", "New Bug", "Testing"...
That's no problem, you can use two "properties" as default. You can defined the key and the value of your properties (e. g. Incident Type and Product). And of course you can search/filter for them (Utilities).
2). We need the possibility for a operator to create new tickets (usually after the problem has been solved).
In this case I would use the PhoneView for this.
3). Knowledge Base - we know this is in the not-so-near future, but we are thinking of a multi-category knowledge base, with the possibility to update/add notes to texts, to be able to include the text in the emails, keywords, search engine, "preferred" (or top hits) answers for each operator and queue.
jepp, not-so-near. ,-)
4). We need to be able to see All/Closed/Opened/New tickets in queue view.
There is a view of all Open/Closed ticket (Utilities - CVS). I think this is what you want.
5). We also need to be able to filter tickets by date (like between x and y).
We could add this the the ticket search. I put it to the todo list.
6). Now that we're at this, filters from arbitraty criteria would be nice (tikets opened, assigned to X, that have the property "Bug").
-=> The Utilities (CVS version) can do this.
Ovidiu
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 8:15pm up 26 days, 6:37, 6 users, load average: 0.13, 0.14, 0.16