But if you use the same acount for customer and agent, it is a tricky configuration with some shortcomings, and it is worst if you use mail. If I understand, for every ticket the agent has to create a new ticket using a customer acount. It doesn't seem a practical solution. It isn't possible to correlate these new tickets to the customer. They belong to the agent, not the customer. - It takes too time creating tickets, closig tickets and writing correlaton between them is the ola feature to be planed for a future release? By example for my company is a requeriment the ola funcionality because there signed sla for helpdesk (1st level of support). By the way I have tried to use otrs in my company, but it wasn't possible, they opted for the expensive siebel with a very expensive and long implementation (by example codin ola) with a very bad result and few flexible configuration Confratulations by your work. Otrs is atonishing product BlackBerry de movistar, allí donde estés está tu oficin@ -----Original Message----- From: Shawn Beasley Sender: otrs-bounces@otrs.org Date: Tue, 13 Dec 2011 08:18:06 To: User questions and discussions about OTRS. Reply-To: "User questions and discussions about OTRS." Subject: Re: [otrs] OLA --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs