Hi all, We are already using OTRS to handle our clients requests. We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise? Many thanks _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/soc...
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside. Hope it helps Adam Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
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<4ACDDB75.5090700@amu.edu.pl> Content-Type: text/plain; charset="windows-1256" Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Yes, you're right but i forgot to mention that our providers often change the subject of the tickets. In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject? ----------------------------------------
Date: Thu, 8 Oct 2009 14:30:45 +0200 From: adam@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside.
Hope it helps Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
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I've just been utilizing merge manually to insure it. I haven't seen anything to automatically do it. -Sarah -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mohamed-Amine Kadimi Sent: Thursday, October 08, 2009 9:38 AM To: OTRS mailing list Subject: Re: [otrs] Using OTRS as a requester <4ACDDB75.5090700@amu.edu.pl> Content-Type: text/plain; charset="windows-1256" Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Yes, you're right but i forgot to mention that our providers often change the subject of the tickets. In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject? ----------------------------------------
Date: Thu, 8 Oct 2009 14:30:45 +0200 From: adam@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside.
Hope it helps Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
_________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-act ion/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:S I_SB_1:092010 --------------------------------------------------------------------- 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
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From: sbaker@mspot.com To: otrs@otrs.org Date: Thu, 8 Oct 2009 10:13:56 -0700 Subject: Re: [otrs] Using OTRS as a requester
I've just been utilizing merge manually to insure it. I haven't seen anything to automatically do it. -Sarah
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mohamed-Amine Kadimi Sent: Thursday, October 08, 2009 9:38 AM To: OTRS mailing list Subject: Re: [otrs] Using OTRS as a requester
<4ACDDB75.5090700@amu.edu.pl> Content-Type: text/plain; charset="windows-1256" Content-Transfer-Encoding: 8bit MIME-Version: 1.0
Yes, you're right but i forgot to mention that our providers often change the subject of the tickets.
In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject?
----------------------------------------
Date: Thu, 8 Oct 2009 14:30:45 +0200 From: adam@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside.
Hope it helps Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
_________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-act ion/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:S I_SB_1:092010 --------------------------------------------------------------------- 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
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Hi Mohamed-Amine,
Yes, there are configuration options for this. But you'd have to enable
them, they are not on by default.
Just take a look at Sysconfig: Ticket > Core::Postmaster.
Here you'll find the options PostmasterFollowUpSearchInReferences ,
SearchInBody and a few others as well. If you'd enable those, and OTRS does
not find a viable ticket number in the subject, it will look and see if they
can be found in other parts of the message.
HTH,
--
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz
(Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-engl...and
get to know more about OTRS at booth no. 12 from Nov 24-25, 2009!
On Thu, Oct 8, 2009 at 6:38 PM, Mohamed-Amine Kadimi
<4ACDDB75.5090700@amu.edu.pl> Content-Type: text/plain; charset="windows-1256" Content-Transfer-Encoding: 8bit MIME-Version: 1.0
Yes, you're right but i forgot to mention that our providers often change the subject of the tickets.
In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject?
----------------------------------------
Date: Thu, 8 Oct 2009 14:30:45 +0200 From: adam@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester
I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside.
Hope it helps Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise?
Many thanks
_________________________________________________________________ Windows Live: Keep your friends up to date with what you do online.
http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/soc...
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participants (4)
-
Adam Bator -
Michiel Beijen -
Mohamed-Amine Kadimi -
Sarah Baker