Hi Duncan, On Thu, Aug 17, 2006 at 09:20:13PM +0100, Duncan C White wrote:
- the subject of a ticket, suppose the user has been massively inaccurate or left it blank.
I'd change the subject if the ticket is answered, at the moment I don't know any other possibility. But do not remove the ticket identifier, that will result in a new ticket.
- who the ticket is from, either replacing the originator's email address entirely, or perhaps adding a second person to the "from" or "interested" set?
Also this can basicaly done when the ticket is answered. Additionaly you can update the customer information for a ticket with the data that are stored in your customer table.
- the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error?
Activate the possibility to change the state via the note feature.
duncan
Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!