7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) I assume although I have assumed wrong in the past that he meant products = services which in that case if a customer chooses a product from the dropdown it can be assigned to a specific agent or group of agents. Or if you have products under services using SLA's it can be done with very small code modifications 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) ) If you are talking not all as in when one is created when a status is changed but not when it is closed for example or any variation of the above this can be done within the software.. A bit more explination as to what you are looking for in the above two questions may yield you better answers (For example my customers only get notified when a ticket is created (but only via a standard response.. and then they get notified when it is closed but not anywhere in the middle when changing state) Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 11, 2011 8:31 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature IMHO, in a scale of value from 1 - 10: 1. Ticket can be created either by mail/ browser 10 2. Ticket can be assigned to some group mail/personal mail. 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) 3. Ticket can be tracked ,SLAs can be monitored 10 4. Mail should come when someone responds the ticet. 10 5. Reports should be available. 6 (lack in some features in native mode and is not really easy some time to have what you really want) 6. Customer can do attachment and select priorities. 10 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) )

Thanks a lot guys 7. Say there are two product P1 & P2 of the same company and I want if customer selects to create ticket for P1 then P1 Group/User should be notified , P2 is not aware at this time of ticket creation. 8. Customer should be sent mail/msg his ticket is closed/opened/re-opened etc OR work has been started etc. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan.Dreyer@bertelsmann.de Sent: 11 May 2011 19:59 To: otrs@otrs.org Subject: Re: [otrs] OTRS Feature to 7: another solution may be to enable and define customer-groups to restrict access to specific queues – but that indeed depends on the requirements. You have to get more specific for 7 and 8. Gruß Jan Dreyer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gadow, Shawn Sent: Wednesday, May 11, 2011 4:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) I assume although I have assumed wrong in the past that he meant products = services which in that case if a customer chooses a product from the dropdown it can be assigned to a specific agent or group of agents. Or if you have products under services using SLA’s it can be done with very small code modifications 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) ) If you are talking not all as in when one is created when a status is changed but not when it is closed for example or any variation of the above this can be done within the software.. A bit more explination as to what you are looking for in the above two questions may yield you better answers (For example my customers only get notified when a ticket is created (but only via a standard response.. and then they get notified when it is closed but not anywhere in the middle when changing state) Shawn Gadow Network Administrator Oregon CUSD 220 “Security is when everything is settled. When nothing can happen to you. Security is the denial of life.” – Germaine Greer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 11, 2011 8:31 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature IMHO, in a scale of value from 1 - 10: 1. Ticket can be created either by mail/ browser 10 2. Ticket can be assigned to some group mail/personal mail. 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) 3. Ticket can be tracked ,SLAs can be monitored 10 4. Mail should come when someone responds the ticet. 10 5. Reports should be available. 6 (lack in some features in native mode and is not really easy some time to have what you really want) 6. Customer can do attachment and select priorities. 10 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) )

Hi Jan, On Wed, May 11, 2011 at 3:35 PM, wrote:

not exactly: If you mail  o the ticket system, and CC to e.g. “john Doe”, and John answers (including the otrs-email-address in CC), that answer will get a new ticket number, as OTRS is not able to detect that this is an answer to an existing ticket. You have to include the ticket number in all replies (preferably in the subject) for correct assignment.

Not necessarily, you can enable SearchInReferences in the Sysconfig under the Postmaster settings; if you enable this also the scenario you describe should be covered. -- Mike