Re: [otrs] feature request for 2.0.0

From: Daniel Balan Organization: DSD Reply-To: "User questions and discussions about OTRS.org" Date: Thu, 21 Jul 2005 15:27:19 +0300 To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] feature request for 2.0.0

Hello Mark,

Can you explain a little beat why do you need this feature? I do agree with it and I also need it.

I use "support@MYDOMAIN.COM" for direct requests to the support system. Many clients send requests directly to my direct email address which would be better handled either by junior technicians, or should be a work-order. It would be nice to simply click on "Turn this into a ticket" to make a ticket directly from the email message.

More over I think the OTRS 2 needs a better escalation system. Lets take the scenario: there are two assistance departments, "first support line" and "experts". There are situations when the first line should escalate the ticket to the experts and there will be a discussion between these two departments, mean while the communication with customer continues.

One way to escalate is to change the queue, but that way you can not differentiate the "first line - experts" discussion.

I agree here, too.

Mark> I realize we are quite close to the actual release of 2.0.

Mark> I have been running 2.0 beta for a couple of weeks now, and the improvements Mark> are great!

Mark> However, I have one minor feature request -- although it may turn out NOT to Mark> be all that minor.

Mark> We use a single email address for sending requests into the system Mark> (support@ourdomain.com). Of course, each tech has their own (personal) Mark> email account, which is the account set up in the webmail interface for Mark> OTRS.

Mark> How about a way to, from the webmail interface of OTRS, forward a request Mark> into the system as a new ticket, using the original sender's email address Mark> for the ticket-information? Mark> -- Mark> Mark J. Nernberg Mark> Director of Technology Mark> Downtown Help Desk Mark> (412)478-6262 (cell) Mark> (412)232-0710 (fax) Mark> http://www.downtownhelpdesk.com

Mark> _______________________________________________ Mark> OTRS mailing list: otrs - Webpage: http://otrs.org/ Mark> Archive: http://lists.otrs.org/pipermail/otrs Mark> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Mark> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/

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