Message: 2
Date: Mon, 21 Dec 2009 14:39:50 -0700
From: alexander@nautae.eti.br
Subject: [otrs] Doubt about some features
To: otrs@otrs.org
Message-ID: <20091221143950.52536fjf5oseu6o8@www.nautae.eti.br>
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Hi.
Excuse my English.
==> no prob, I am from Switzerland :)
I'm looking for some ticket features and I don't know if OTRS has some
of that.
1. future tickets, I mean, an ticket that you know only can be solved
in a certain future and probably will be another guy who will treat
that. So, the ticket has to be scheduled in some way.
==> you can put your ticket in pending reminder mode (but no schedule, just a status put to pending)
2. a place where the tech people could put comments about the ticket
(like a blog, regarding the ticket), in other words, I have a ticket
and I've tried X actions that was useless, so the tech guy should be
write down all he tried, so that way a level 2 tech can know
everything that was happened and at what time.
==> this is the "internal note" feature
3. an descriptive area pointed to an specific Configuration Item, I
mean, if there's something wrong with a server, it would a good idea
track all the problems that already happened with that server and all
comments that tech people have done.
==> you can track customer history but not about a specific problem. The only way I see is to use the search function with the needed words (like "server") or maybe to link tickets that are about the same problem ...
So, I know I can search and read all the OTRS features trying to find
those two or three, but I wasn't found anything more directly.
Thanks for any help and sorry if it's too stupid questions.
[]s
Alexander
Brazil
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Message: 3
Date: Mon, 21 Dec 2009 17:26:14 -0500
From: Michael Mitchell