We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well. One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German. :| But like I said, once we got the thing configured, it does what we need very well. However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up. Any help appreciated.
On 9/1/03 1:48 PM, "Seth Brundle" wrote:
One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German.
Wow. I feel better. I'm a Mac guy and I know that I don't know enough to setup OTRS, but
But like I said, once we got the thing configured, it does what we need very well.
Yes, once you think like it thinks, it is nice.
However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up.
I think I know the answer to this. Click on the PhoneView button. This presents a screen where you can enter the user you're opening the ticket for in the "from" field (and Customer ID as well?), and all the rest. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com
use phone view -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Seth Brundle Sent: 01 September 2003 22:48 To: otrs@otrs.org Subject: [otrs] How does an OTRS user originate a ticket? We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well. One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German. :| But like I said, once we got the thing configured, it does what we need very well. However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up. Any help appreciated.
Thanks to both who responded. I think the fact that the feature to originate a ticket is called 'Phone View' is pretty indicative of my complaints regarding the OTRS interface. ;) ----- Original Message ----- From: Wilhelm Farrugia To: User questions and discussions about OTRS. Sent: Monday, September 01, 2003 11:23 PM Subject: RE: [otrs] How does an OTRS user originate a ticket? use phone view -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Seth Brundle Sent: 01 September 2003 22:48 To: otrs@otrs.org Subject: [otrs] How does an OTRS user originate a ticket? We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well. One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German. :| But like I said, once we got the thing configured, it does what we need very well. However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up. Any help appreciated. ------------------------------------------------------------------------------ _______________________________________________ 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
OTRS user interface is written in a strange language, you have to translate the buttons: phone view => new ticket Utilities => search :P -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Seth Brundle Sent: terça-feira, 2 de Setembro de 2003 7:37 To: User questions and discussions about OTRS. Subject: Re: [otrs] How does an OTRS user originate a ticket? Thanks to both who responded. I think the fact that the feature to originate a ticket is called 'Phone View' is pretty indicative of my complaints regarding the OTRS interface. ;) ----- Original Message ----- From: Wilhelm mailto:wilhelm@maltanet.net Farrugia To: User questions and discussions about OTRS. mailto:otrs@otrs.org Sent: Monday, September 01, 2003 11:23 PM Subject: RE: [otrs] How does an OTRS user originate a ticket? use phone view -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Seth Brundle Sent: 01 September 2003 22:48 To: otrs@otrs.org Subject: [otrs] How does an OTRS user originate a ticket? We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well. One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German. :| But like I said, once we got the thing configured, it does what we need very well. However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up. Any help appreciated. _____ _______________________________________________ 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
participants (4)
-
Duarte Cordeiro -
Seth Brundle -
Wes Plate -
Wilhelm Farrugia