On Fri, Jan 03, 2003 at 05:57:29PM +0000, Phil Davis wrote:
Gene Parks is right that I want to run everything from e-mail, whilst taking advantage of the Web backend as a history/repository/analysis resource.
Last year I asked an almost identical question but was persauded to try and use the OTRS web interface for a while.
Well, after a month or so almost all our agents were using the web interface and the system is working well.
One thing we do is to add a psuedo user to the OTRS system who has notification on new tickets (on incomming queues only) set to true. This user is actually a mailing list.
This means when a ticket comes in, everyone subscribed to the mailing list gets the "new ticket notification" which includes a bit of the original email and a hyperlink to the zoomed ticket. Also anyone can reply to the mailing list post and it will be auto threaded onto the ticket since it now has the ticket number in the subject line (any such replies go to the ticket owner, not the customer).
I think Phil's solution is a good way. :) Nick, anyway if you want to write an agent-email-interface feel free to do so (you will find help on dev at otrs.org).
Phil Davis IT Action
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972