Alexander Scholler Informationstechnik / AfOuI VZA / Zimmer 631, Durchwahl -4451 tcdh5u402@sneakemail.com schrieb:

Hi all,

This is what should be a dead simple user-level question:

How do I manually (as a user, via the interface) create a PhoneCallCustomer event? That is, once I've got an already existing ticket, how do I indicate that the customer has initiated telephone contact a second time for that ticket?

Not possible with default-installation at the moment. All phone-calls made after ticket creation are stored as outbounding calls, made by the agent. Workaround: you could add new note-types and log the incoming calls as notes of this special type. I talked to OTRS-responsibles - perhaps/hopefully in soon coming OTRS-version a clearer handling of communication-types (mail, phone, "smalltalk") and directions (in/out) could be available.

Second, related question: How do I show that the customer emailed an address other than the otrs pop3 support@example.org address? That is, if the customer emails a tech directly?

I don't undertstand that question. Please be more precise.

Thanks a lot,

C

Bye, Alex