OTRS Evaluation Questions

Hello All, I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS: 1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed? 2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed". 3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS? Many Thanks, Kevin Cooze ************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE **************************

1) Yes
http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed
http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed2)
... maybe, but that might require extra work on the customer's part (close
tickets from customer web front end is always available). Then you tell your
agents to never close tickets. See also the forums where you can set pending
autoclose successful... If you leave it to your customers to close, you may
never actually close some tickets.
3) You could assign the supervisor as the customer, perhaps.
There are other answers that could be valid, as well.
On Thu, Dec 23, 2010 at 2:10 PM,
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE ************************** --------------------------------------------------------------------- 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

Dear Kevin, Simply answered: yes , yes and yes ;-) 1. Out of the box 2. done on organizational level limited actions per frontend to archive your idea 3. same as 2. Contact enjoy@otrs.com for getting a complete list of conceptional design workshops content. Merry Christmas! Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 23.12.2010, at 20:10, kevin.cooze@litens.com wrote:
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE **************************--------------------------------------------------------------------- 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

Nils: Really? Out of the box? I thought unless you Compose Answer/Reply with
close, there wouldn't be a notification with to the customer of closed
ticket. (see the disclaimer on the Wiki)
On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck
Dear Kevin,
Simply answered: yes , yes and yes ;-)
1. Out of the box 2. done on organizational level limited actions per frontend to archive your idea 3. same as 2.
Contact enjoy@otrs.com for getting a complete list of conceptional design workshops content.
Merry Christmas!
Nils
— Nils Leideck Senior Consultant
http://webint.cryptonode.de / a Fractal project
On 23.12.2010, at 20:10, kevin.cooze@litens.com wrote:
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE ************************** ---------------------------------------------------------------------
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Dear Gerald, you can use the event based notification mechanism to trigger sending an email to the customer on ticket closure. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 24.12.2010, at 17:19, Gerald Young wrote:
Nils: Really? Out of the box? I thought unless you Compose Answer/Reply with close, there wouldn't be a notification with to the customer of closed ticket. (see the disclaimer on the Wiki)
On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck
wrote: Dear Kevin, Simply answered: yes , yes and yes ;-)
1. Out of the box 2. done on organizational level limited actions per frontend to archive your idea 3. same as 2.
Contact enjoy@otrs.com for getting a complete list of conceptional design workshops content.
Merry Christmas!
Nils
— Nils Leideck Senior Consultant
http://webint.cryptonode.de / a Fractal project
On 23.12.2010, at 20:10, kevin.cooze@litens.com wrote:
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE **************************---------------------------------------------------------------------
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Dear Nils,
Right, that was my first post on this thread. I thought that when you
referred to "out of the box" you meant without configuration/creating a
Notification Event. I just was checking in case I missed something. Always
looking to learn something new. Thanks! :)
Kind regards,
Gerald
On Sat, Dec 25, 2010 at 7:17 PM, Nils Leideck
Dear Gerald,
you can use the event based notification mechanism to trigger sending an email to the customer on ticket closure.
Cheers, Nils
— Nils Leideck Senior Consultant
http://webint.cryptonode.de / a Fractal project
On 24.12.2010, at 17:19, Gerald Young wrote:
Nils: Really? Out of the box? I thought unless you Compose Answer/Reply with close, there wouldn't be a notification with to the customer of closed ticket. (see the disclaimer on the Wiki)
On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck
wrote: Dear Kevin,
Simply answered: yes , yes and yes ;-)
1. Out of the box 2. done on organizational level limited actions per frontend to archive your idea 3. same as 2.
Contact enjoy@otrs.com for getting a complete list of conceptional design workshops content.
Merry Christmas!
Nils
— Nils Leideck Senior Consultant
http://webint.cryptonode.de / a Fractal project
On 23.12.2010, at 20:10, kevin.cooze@litens.com wrote:
Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based help desk system which works very fine and it has many checks and balances. However, it is not web based. In our current evolution as a help desk, a web based system would be an answer to many limitations. Hoping someone can help me with discovering the following evaluation points about OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure? Until then, the state should be "Complete" or "Close Pending". After the customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket before moving forward on a request. Example: John Doe has submitted a ticket to have his monitor upgraded. With our current system, we would forward the request to the customer's supervisor. The ticket would go "On Hold" until the supervisor has approved the monitor upgrade. If the supervisor does not approve the ticket, it can be closed by an Agent or the customer can cancel the ticket. Can we emulate something close to this in OTRS?
Many Thanks, Kevin Cooze
************************** CONFIDENTIALITY NOTE ************************** This message contains information which may be privileged or confidential , or exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby NOTIFIED that any dissemination, distribution, retention, archiving, or copying of this communication is strictly prohibited. If you have received this e-mail in error, please notify us immediately by calling our office at (905) 856-0200 or by return e-mail to the Sender of this e-mail. ************************** CONFIDENTIALITY NOTE ************************** ---------------------------------------------------------------------
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participants (3)
-
Gerald Young
-
kevin.cooze@litens.com
-
Nils Leideck