Bryan, Doing that does not reflect that a phone call was received about a problem. It makes it look like the ticket was initiated by the agent. In our business we have many customers that have helpdesks that call us and want the ticket emailed to them and to several other people. We have been trying to figure out how to do this with the phone-ticket, but alas I guess this is another major shortcoming of OTRS along with not being able to effectively deal with supporting a main customer that has multiple sites so that all the tickets for the multiple sites can be under one customer_user. On 07/05/2010 10:35 AM, Bryan Baldwin wrote:
Hi Amit,
Phone tickets are sent directly to a queue and do not have a CC field. If you need to CC someone in your message...use the "Email Ticket" function.
On Mon, 2010-07-05 at 05:58 -0700, Amit Sharma wrote:
Hi,
How do I enable/add CC field in phone ticket?
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