Hello Daniel :-) If its okay, I will answer between the quotet parts. Am Sonntag, 27. Juli 2003 10:33 schrieb Daniel Seifert:
I'm currently evaluating OTRS for deployment in our (small) company. We are having several persons answer the support inquiries and a system like OTRS would definitely make life easier.
Good choice.
* How do I access closed tickets? I sent myself a test questions, got a ticket assigned, answered it and then closed it. Now I do not see where I can get a list of closed tickets to access previous ones, except when I search for them.
I think using the search form to get access to closed or individual tickets is a very efficient way and its IMHO the only one.
* When a customer replies to an email without keeping the ticket number (either by removing it or by mangling it), his response is not properly sorted into OTRS (a new ticket is created). What would be nice is a way to move a new ticket to an already existing ticket. (This is suggested several times on the mailing list archive, so I just want to say "me too" on this feature
Sure.
* In reference to the previous item, I wonder whether you are aware of another way to sort in tickets - the "in-reply-to" header of the mail. Assuming that the mta on both sides does not mangle the message ids, it would be possibly to extract the messsage-id of the mail that the customer replied to. If OTRS's outgoing mails used a message-id of "ticketnumber+mailcount+checksum", this would provide a way to sort customer replys with changed subjects or missing ticket numbers.
Isn't it the same way, SuSE Linux AG (e.g.) does? I would prefer this option too; or better: a point of choice where you can set the method you want. Dry anyway: you are right. It would make life much more better.
* The feature list mentions the possibility of different frontends. The console and web frontend are included, are there any other frontends (like X11)?
I don't think so.
* For backup reasons I would like to keep each and every mail going in and out in a separate folder in plain mbox format. This is not the best solution, but better than nothing. While I can sort incoming customer mails into appropriate folders using procmail, it's a bit more complicated to do this with outgoing mails. Can OTRS provide an "auto-bcc" field for outgoing mails?
You could. Just edit the needed files. :-)
* I did not find in the manual what the "Split/Divide" ("Teilen") action (for example displayed in the zoom view) is supposed to do.
The "Split/Divide" possibility helps you to share several tickets with different operators. Just give it a try an you will find out.
And finally a more fundamental question (possibly more related to mysql and not to OTRS per se): we are hosting our website at a remote location on a non-dedicated server). While our package includes php, perl and mysql, there are several reasons we do not want to put OTRS exclusively on our website (security, disk space, cpu utilization and most importantly speed and control). So we would put OTRS on our local server behind a firewall without the possibility for our customers to access their tickets via web. Has anybody been facing the same problem and what would be a recommended solution?
Regards, - Dan -- usgang.de GmbH | Am Frankenturm 5 - 7 | D-50667 Köln Fon +49 221 355 472 0 | Fax +49 221 355 472 11