Hello,
I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved.
I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs...
Thanks in advance for any idea.
Carlos Cardona.
-----Mensaje original-----
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request@otrs.org
Enviado el: Martes, 26 de Febrero de 2008 12:03 p.m.
Para: otrs@otrs.org
Asunto: otrs Digest, Vol 55, Issue 78
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Today's Topics:
1. RE: closed ticket email notify with note (LQ Marshall)
2. Re: closed ticket email notify with note (Francesco Simonini)
3. Problems after upgrade from 2.0.x to 2.2.4 (Sven Schl?ter)
4. RE: when phone ticket / email ticket (Forms)
5. RE: Mod perl... (Nielson, Adam)
6. Re: closed ticket email notify with note (Lars J?rgensen)
7. Re: Problems after upgrade from 2.0.x to 2.2.4 (Lars J?rgensen)
----------------------------------------------------------------------
Message: 1
Date: Tue, 26 Feb 2008 10:35:03 -0500
From: "LQ Marshall"
Subject: RE: [otrs] closed ticket email notify with note
To: "'User questions and discussions about OTRS.org'"
Message-ID: <20080226153516.908A165DBE@osser.otrs.com>
Content-Type: text/plain; charset="US-ASCII"
I to all, I have a question: when I close a ticket I write
a note. I
would like that this note is included in the e-mail notification to
customer. I can't find how it is possible.
That note is an internal note, it will not be sent to the customer.
If I want to send a message on close, I send a email and set the next state
to close.
LQ
------------------------------
Message: 2
Date: Tue, 26 Feb 2008 16:38:50 +0100
From: "Francesco Simonini"
Subject: Re: [otrs] closed ticket email notify with note
To: "User questions and discussions about OTRS.org"
Message-ID:
Content-Type: text/plain; charset=ISO-8859-1
Ok, thank you too.
Francesco.
2008/2/26, LQ Marshall :
I to all, I have a question: when I close a ticket I write
a note. I
would like that this note is included in the e-mail notification to
customer. I can't find how it is possible.
That note is an internal note, it will not be sent to the customer.
If I want to send a message on close, I send a email and set the next state
to close.
LQ
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------------------------------
Message: 3
Date: Tue, 26 Feb 2008 16:29:51 +0100
From: Sven Schl?ter
Subject: [otrs] Problems after upgrade from 2.0.x to 2.2.4
To: otrs@otrs.org
Message-ID: <47C4306F.8010405@bristol.de>
Content-Type: text/plain; charset=ISO-8859-15
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
Hi all,
we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine.
I did an upgrade via debian apt-get (first changed the sources.list to lenny)
The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well.
anyway, it seems to work after this manual editing for about two weeks.
now, we can see a lot of trouble coming up.
First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket.
Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed...
I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS
anybody an idea? I am really open minded for every suggestion. thanks
- --
cheers
Sven Schlüter
Technischer Consultant
THE BRISTOL GROUP Deutschland GmbH
Enterprise IT-Security Provider
Sven Schlüter, Technischer Consultant
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63225 Langen
Telefon +49 (0) 6103 20 55 300
Telefax +49 (0) 6103 70 27 87
IT-Security 24h Notrufnummer 0900-1192022-001 (1,99¤/min)
Sven.Schlueter@bristol.de
www.bristol.de
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------------------------------
Message: 4
Date: Tue, 26 Feb 2008 09:53:16 -0600
From: "Forms"
Subject: RE: [otrs] when phone ticket / email ticket
To: "'User questions and discussions about OTRS.org'"
Message-ID:
Content-Type: text/plain; charset="us-ascii"
Thanks a lot Josh
Carlos,
_____
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Joshua
Scott
Enviado el: Martes, 26 de Febrero de 2008 09:28 a.m.
Para: User questions and discussions about OTRS.org
Asunto: Re: [otrs] when phone ticket / email ticket
Well, the 'phone ticket' simply creates a ticket in the queue, which the
customer can view (if you give access). The 'email ticket' sends an email
to the customer, so I only use that if I need that functionality.
Josh
On Tue, Feb 26, 2008 at 9:06 AM, Forms wrote:
Hi list,
Some guidelines to know when to use phone ticket (or email ticket) ?
Thanks a lot
Carlos,
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