Yeah.. We've had it for about 2 years now and encountered the same situation. We just want to record the notes of a phone call brought to resolution. That is your hint... Notes. We set up a dummy email address for the company like customer@ourdomain.com and use it to log the initial request. From there we just add notes. The next step... you set up a special queue to not autorespond and point your phone calls to it. (Incoming Phone Calls) is what we use.
From there it's a cakewalk.
Charles -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jim Bowen Sent: Monday, January 17, 2005 1:06 PM To: otrs@otrs.org Subject: [otrs] Creating a ticket from a phone call (w/o customer email) Hello, I've been evaluating OTRS for use as a support email & call database. It looks to be great for handling incoming emails but I'd like to be able to use it for support phone calls as well. It seems like it should have this capability but I think I'm missing some core concept. When I try to add a phone ticket it requires a From email address. I guess this makes sense as it needs to know where to send customer feedback notices to ... but what if we don't have an email address. I'd like to be able to track those as well even if it means there is no automated notices to the customer, etc.. Still coming up to speed trying to read the mailing lists and documentation so I may have totally missed something obvious. Thanks in advance. Jim Bowen -- Jim Bowen Director, Systems Engineering HPC Systems, Inc. (408) 943-8282 x207 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/