Re: [otrs] 回复: why is the split function always giving a phone ticket

My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option. (hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn wrote:

** I have same idea with Philippe.

Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same.

Regards,

2011-06-10 ------------------------------ martin liu http://martinliu.cn ------------------------------ 发件人: "Martignier, Philippe" 发送时间: 2011-06-10 16:37 主 题: [otrs] why is the split function always giving a phone ticket 收件人: "otrs@otrs.org"

Hi there,****

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Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ?****

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If the ticket is created by an incoming email, it should keep the same type of ticket … because then when you do stats about tickets type you wont get reality …****

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Any response welcome****

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Cheers,****

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Philippe****

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Philippe Martignier****

Communications Division****

Customer Service Center****

Email : Philippe.Martignier@wipo.int****

Phone : 00 41 022 338 72 36****

Building : NC ****

Office : 3, 316****

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