We have been using OTRS for several months, and
although we have found the configuration and setup design a bit
confusing and non-intuituve, we have been able to get it to do what we need,
and it does it well.
One example: it took 3 of us, a Perl/UNIX web
programmer and two Linux system administrators with over 20 years of
combined experience (and all of whom have used online ticketing systems
extensively), about 5 hours to figure out how to make some
autoresponses stop sending in German.
:|
But like I said, once we got the thing
configured, it does what we need very well.
However, we cannot seem to find any way to
originate a ticket to a user, only respond. I know there has to be a way to
do this, but we give up.
Any help appreciated.