Re: [otrs] ??: why is the split function always giving a phone ticket

Gerard, I can understand your guess, but then we are wrong with phone stats calls ... I think they should implement a new type like "split ticket" so that we know it is a ticket that was splitted ... but phone ticket when coming from an email ticket doesn't make any sense ... Any way to change that via the sysconfig? Any help welcome, Thanks, Philippe 2. Re: ??: why is the split function always giving a phone ticket (Gerald Young) Message: 2 Date: Fri, 10 Jun 2011 10:28:56 -0400 From: Gerald Young Subject: Re: [otrs] ??: why is the split function always giving a phone ticket To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="gb2312" My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option. (hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn wrote:

** I have same idea with Philippe.

Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same.

Regards,

2011-06-10 ------------------------------ martin liu http://martinliu.cn ------------------------------ ???: "Martignier, Philippe" ????: 2011-06-10 16:37 ? ?: [otrs] why is the split function always giving a phone ticket ???: "otrs@otrs.org"

Hi there,****

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Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ?****

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If the ticket is created by an incoming email, it should keep the same type of ticket ? because then when you do stats about tickets type you wont get reality ?****

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Any response welcome****

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Cheers,****

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Philippe****

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Philippe Martignier****

Communications Division****

Customer Service Center****

Email : Philippe.Martignier@wipo.int****

Phone : 00 41 022 338 72 36****

Building : NC ****

Office : 3, 316****

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