Chris Johnson wrote : [...]
The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. [...]
Hello Chris, you could use the GenericAgent for the automatic state changes and perhaps the new event based notification system for the additonal automatic customer notifications. Also look at ACLs to ensure that your agents don't break the desired workflow. Finally look at the developer manual to get an idea of the expandability of OTRS if you can't realize the wishes with the built-in functionality. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de