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 <martinliu_cn@163.com> 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
发件人: "Martignier, Philippe" <Philippe.Martignier@wipo.int>
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" <otrs@otrs.org>


Hi there,

 

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

 

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 …

 

Any response welcome

 

Cheers,

 

Philippe

 

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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