I saw a similar question, actually almost identical on the forums. Will
splitting the ticket to talk to the manufacturer mitigate this issue?
On Tue, Jan 25, 2011 at 12:16 PM,
Hi All,
We use OTRS 2.4 windows for our support, this works very well.
We are investigating if we can use the system for RMA (repairs).
The idea is as following:
a- customer fills in a webform with productnr, serialnr, complaint, etc this is send to OTRS by the webform.
b- we (auto) reply with an RMA number and some text + address info to send the product to manufacturer
c- we (auto) forward the RMA request to the manufacturer
d- we receive an cost estimate from our manufacturer. (reply on our request)
e- we change/translate the text and price a little bit and forward it to the customer
f- customer reply's with OK or NOK
g- we send OK / NOK to manufacturer
h- we recieve invoice from manufacturer
Therefore I have some questions:
Q) Is it possible to have 2 ticketcounters in one system?
one for support and an other for the repairs
Q) is there someone else who is using otrs for such things?
Thanks for all help and ideas
Jurjen Verhoeff
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