It make sense for me becouse now i need two steps: one, to set up ticket type and second for close ticket. I don’t want to allow closing tickets from answer to Customer, becouse happens that ticket type is empty (my Agents forget to set it earlier).
Oh, one important thing. My Customers doesn’t use OTRS they read only e-mails from us, and there is no information about ticket type.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: Wednesday, February 06, 2013 1:47 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket -> Frontend::Agent::Ticket::ViewCompose
Part 1:
It doesn't make sense, generally, to do this in the process of corresponding with your customer about an existing ticket. The customer doesn't care what folder you use to categorize the ticket as long as you solve the ticket.
Also, Ticket Type and Service shouldn't necessarily be something you'd say within agent side, "oh, while you're talking to the customer, make categorical changes to the ticket." Generally, no.
Part 2:
http://forums.otterhub.org/viewtopic.php?f=60&t=5156
On Wed, Feb 6, 2013 at 6:59 AM, Emilia Starzak