<4ACDDB75.5090700@amu.edu.pl> Content-Type: text/plain; charset="windows-1256" Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Yes, you're right but i forgot to mention that our providers often change the subject of the tickets. In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject? ----------------------------------------
Date: Thu, 8 Oct 2009 14:30:45 +0200 From: adam@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside.
Hope it helps Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
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