I second this - we use OTRS to support our entire company, and external support tickets as well. We have no need or desire for the customer interface (and it is not feasible to our business and client-base), and would prefer to completely disable it if we could. As it is, we just ignore it. We are, however, having problems getting OTRS to provide enough information back to the ticket originator. For example, when you close a ticket, I still can't figure out how to get them to be able to see the resolution. The options for the customer state change notifications are cryptic and most don't seem to work. Has anyone been able to customize their state notifications to include this information? If so, could you provide me any help? Thanks in advance, -Andrew Cody Grosskopf wrote:

I speak from experience..but i do work in a k-12 school district, so it might be different in a business environment. Anyway the reason to not use the customer.pl is that it is way too hard for people to remember their login/password unless you can figure out how to do the ldap thing than it is so much better to use the email. I have my customers either fill out a form on a website that is emailed to an address and then received by otrs and put into the database, or they can just email an address. Very simple for people to deal with, but you still need to acknowledge that you received it and you are going to do something about it. In my experience the auto-mail that otrs sends is not enough for people but then again i do work in a school and it is a different environtment. Cody ----- Original Message ----- From: "s taylor" To: Sent: Monday, June 26, 2006 12:28 PM Subject: Re: [otrs] Customer login and account creating

...

Hello.

What is the reason one would not want to use customer.pl? Would the interaction then be by E-mail only?

Thanks.

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