Marc,
I am still new to OTRS and I am "trying" to find out how I can configure things. Honestly, the manual is not very informative. There are only basis configs. I would like if there would be a manual that explains better how all things work. I have already asked for this.
I mean the USE of OTRS, not only the configuration.
Examples are:
- when I respond to a customer or send a new ticket, how should I treat the sending? Should I close it or put it in pending state and if yes, for what time and how does this work? I have figured out that I can use "pending autoclose+" and hope this works. So, why isn`t there written in the manual HOW this works? I know that this feature is in the manual, but only briefly.
Isn´t this mainly a question of how you design the process in which you use OTRS (the tool)? The right tool can support your process but you can not have the tool to create the process for you. Regards, Mats