Hi, On 10.02.2010, at 15:20, Marco Vannini wrote:
mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.
Phone-Ticket is for incoming issues, like phonecalls or something you were told during lunchtime or kinds of that. Email-Ticket is for outgoing issues, like "Dear external Service Provider, our plants are dry" or "Dear Customers, tomorrow we will have slow internet connection for about one hour." Other Channels are: Incoming Email SOAP DB Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!