Thanks a lot guys
7. Say there are two product P1 & P2 of
the same company and I want if customer selects to create ticket for P1 then P1
Group/User should be notified , P2 is not aware at this time of ticket
creation.
8. Customer should be sent mail/msg his ticket is
closed/opened/re-opened etc OR work has been started etc.
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Jan.Dreyer@bertelsmann.de
Sent: 11 May 2011 19:59
To: otrs@otrs.org
Subject: Re: [otrs] OTRS Feature
to 7: another solution may be to enable
and define customer-groups to restrict access to specific queues – but that
indeed depends on the requirements. You have to get more specific for 7 and 8.
Gruß
Jan Dreyer
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gadow, Shawn
Sent: Wednesday, May 11, 2011 4:07
PM
To: User questions and discussions
about OTRS.
Subject: Re: [otrs] OTRS Feature
7.
Customers
should be created such that different products can be assigned to him for
ticket generation for that product
na (not understand or not used) I assume although I have assumed wrong in the past that he
meant products = services which in that case if a customer chooses a product
from the dropdown it can be assigned to a specific agent or group of agents. Or
if you have products under services using SLA’s it can be done with very small
code modifications
8.
Customer can
view/get notification on receiving ticket/change of status- NOT ALL But some
notifications
8 (or all or nothing or with notification (event) but with hard work ;)
) If you are talking not all as in when
one is created when a status is changed but not when it is closed for example
or any variation of the above this can be done within the software.. A bit more
explination as to what you are looking for in the above two questions may yield
you better answers (For example my customers only get notified when a ticket is
created (but only via a standard response.. and then they get notified when it
is closed but not anywhere in the middle when changing state)
Shawn Gadow
Network Administrator
Oregon CUSD 220
“Security is when
everything is settled. When
nothing can happen to you. Security is the denial of life.” –
Germaine Greer
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Wednesday, May 11, 2011 8:31
AM
To: User questions and discussions
about OTRS.
Subject: Re: [otrs] OTRS Feature
IMHO, in a scale of value from 1 - 10:
1. Ticket can be created either by mail/ browser
10
2. Ticket can be assigned to some group mail/personal mail.
7 (to a group or more then an agent is not easy for me to manage,
responsible/owner some times is not enought)
3. Ticket can be tracked ,SLAs can be monitored
10
4. Mail should come when someone responds the ticet.
10
5. Reports should be available.
6 (lack in some features in native mode and is not really easy some time
to have what you really want)
6. Customer can do attachment and select priorities.
10
7. Customers should be created such that different products can be assigned to him for ticket generation for that product
na (not understand or not used)
8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications
8 (or all or nothing or with notification (event) but with hard work ;)
)