Hi Paul, On Sun, Feb 16, 2003 at 05:11:55PM -0500, Paul wrote:
I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic.
Fine! ;-)
I do have two questions though.
Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing?
I think you want an "auto reply" (with the ticket number in the subject)? -=> new ticket is created -=> auto reply is sent to the customer (if the customer send an follow up, it will be added to the ticket) AdminArea -=> Auto Response <-> Queue -=> set "auto reply" for your wanted queue.
Also, occasionally we have more than one ticket that need to be merged. Is this possible?
"merge tickets" is on the todo list.
Paul
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 209 Tage bis zum Gäubodenvolksfest! ;-)