Hi, On Feb 3, 2010, at 18:55 , Hirantha Wijaywardena wrote:
I am very new to OTRS but running the system successfully. Sorry if this question answered but I couldn't find anything; my bad.
How do you then deal with level 1 issues?
I would like to generate/create the ticket once agent's first response to the inquiry. The reason because, our supporting levels are 2 & 3. We do not need to answer and create a ticket for every inquiry emailed by the customer to our support email address, unless it is genuine level 2 or level 3 issue. Right now every incoming mails to the support email will create a ticket. Sometimes customers are Cc: to the support email (which are not issue related) and it will generate tickets.
Would it be possible to get this done? Please advice.
I'm still not quite sure what you want to do. I recommend letting things run as as they are, and if the issue is a level 2 issue, you can move the ticket to the level 2 queue and generate then a response with a ticket number to your customer. Until that point, your customer does not have to know that a ticket was even created. You can even close the tickets upon arrival, and only open them if they are generally level 2 or above. But again, this leaves me asking what do you do with level 1 tickets. ///Shawn