On Thursday, June 10, 2004 2:04 AM
otrs@mlsis.co.uk
Ive seen some mention of posible IRC chat support within OTRS, and am wandering if anyone has looked at one-one chat support stuff? E.g. a user logs in and requests a live chat with an engineer, one of the engineers curently on call pick up the request and start a chat sesion with the customer, at the end the customer is emailed a copy of the transcript, and the whole thing is loggd to a database.
Shouldn't this better read: "...at the end of the chat session a new ticket is created or an existing one opened, with the session's log contents appended to it."
http://www.elitehelpdesk.com/index.php (not had a trial run of it yet, i think they are in bed at the moment, i know i should be!)
I guess chances are little we'd implement PHP code.
But this would be better (in my opinon) than a IRC chat client, because the chat sesions are purly between the user and the engineer, and cant be vied by anyone else.
Point.
If this is what was ment by IRC chat being intergrated into OTRS i am sorry for posting this email. It was just my understanding that IRC was normally an open chat sesion rather than a closed sesion between 2 people.
Both is true. You may have private conversations between to (or more) people in your own channel, as well as use /msg to send private notes to someone else while not having joined a channel at all. The first were the more desirable. The idea of connecting an IRC client to OTRS is an interesting one. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388