7. Customers should be created such that different products can be assigned to him for ticket generation for that product

na (not understand or not used) I assume although I have assumed wrong in the past that he meant products = services which in that case if a customer chooses a product from the dropdown it can be assigned to a specific agent or group of agents. Or if you have products under services using SLA’s it can be done with very small code modifications

8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications

8 (or all or nothing or with notification (event) but with hard work ;) ) If you are talking not all as in when one is created when a status is changed but not when it is closed for example or any variation of the above this can be done within the software.. A bit more explination as to what you are looking for in the above two questions may yield you better answers (For example my customers only get notified when a ticket is created (but only via a standard response.. and then they get notified when it is closed but not anywhere in the middle when changing state)

Shawn Gadow

Network Administrator

Oregon CUSD 220

“Security is when everything is settled. When nothing can happen to you. Security is the denial of life.” – Germaine Greer

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Wednesday, May 11, 2011 8:31 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS Feature

IMHO, in a scale of value from 1 - 10:

1. Ticket can be created either by mail/ browser

2. Ticket can be assigned to some group mail/personal mail.

7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought)

3. Ticket can be tracked ,SLAs can be monitored

4. Mail should come when someone responds the ticet.

5. Reports should be available.

6 (lack in some features in native mode and is not really easy some time to have what you really want)

6. Customer can do attachment and select priorities.

7. Customers should be created such that different products can be assigned to him for ticket generation for that product

na (not understand or not used)

8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications

8 (or all or nothing or with notification (event) but with hard work ;) )