Thats an interessting though...
I have to think it over.
thanks for that.
BM__MailAutoSigMet vriendelijke groet / Gruß / Best Regards,
Jurjen Verhoeff
_____
From: Gerald Young [mailto:crythias@gmail.com]
Sent: dinsdag 25 januari 2011 22:20
To: otrs@otrs.org
Subject: Re: [otrs] 2 ticket counters in one system?
(further, the manufacturer would be the customer of the split ticket?)
On Tue, Jan 25, 2011 at 4:18 PM, Gerald Young mailto:crythias@gmail.com > wrote:
I saw a similar question, actually almost identical on the forums. Will
splitting the ticket to talk to the manufacturer mitigate this issue?
On Tue, Jan 25, 2011 at 12:16 PM, mailto:jverhoeff@beckhoff.nl > wrote:
Hi All,
We use OTRS 2.4 windows for our support, this works very well.
We are investigating if we can use the system for RMA (repairs).
The idea is as following:
a- customer fills in a webform with productnr, serialnr, complaint, etc this
is send to OTRS by the webform.
b- we (auto) reply with an RMA number and some text + address info to send
the product to manufacturer
c- we (auto) forward the RMA request to the manufacturer
d- we receive an cost estimate from our manufacturer. (reply on our request)
e- we change/translate the text and price a little bit and forward it to the
customer
f- customer reply's with OK or NOK
g- we send OK / NOK to manufacturer
h- we recieve invoice from manufacturer
Therefore I have some questions:
Q) Is it possible to have 2 ticketcounters in one system?
one for support and an other for the repairs
Q) is there someone else who is using otrs for such things?
Thanks for all help and ideas
Jurjen Verhoeff
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