This brings up an interesting idea. How about providing pager notification support for an urgent / needing attention ticket? (either through escalation or priority). My pager has an email address and I could just change my profile to reflect that address, but then everything would come to it. Maybe a separate email field to be used for urgent ticket notifications? Just a thought... Jake Covert -----Original Message----- From: Graham Smith [mailto:G.T.Smith@bham.ac.uk] Sent: Wednesday, October 29, 2003 12:48 PM To: User questions and discussions about OTRS. Subject: Re: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket? I think you have highlighted a design limitation within OTRS. I tend to think that Phone View/Phone Contact is slightly misnamed, and if I could think of a more informative way of renaming of this option I would probably customise accordingly :-). Apart from email, my organisation has official support contact via phone, via public access helpdesks, and Departmental meetings, (and for the unlucky unofficial contact via bars, canteens, and corridors etc :-(). I do not think this is the kind of scenario for which OTRS was originally designed for. There is no issue here with raising New Tickets from non-email contacts with the Phone View, but we tend to handle follow up contacts from these routes using notes options (use of the Phone Contact option can cause confusion). This works but is not entirely satisfactory. I do not thinks we are the only organisation with this kind of situation. I would like to suggest a conceptually simple (but probably technically complex) solution to this limitation. The Phone call contact form in the ticket Zoom view as it is OK for outgoing calls, but could be improved by adding something to indicate whether a call is incoming or outgoing (do not know whether this is on OTRS To Do list, and whether this has been suggested before). An incoming phone (non-email) contact for a ticket could then be made equivalent to an email follow up. (The ability to then set whether a notification should be sent to the Agent owning the ticket in the event of a incoming call not taken by that Agent could then be a useful extension). Any thoughts anyone... BTW The ability to change the 'customer info' in the ticket Zoom phone contact view would also be useful. (A situation that often occurs here is an initial request is made by a line manager, Departmental Secretary, or committee but subsequent interaction is with the actual customer or someone acting on the customers behalf). On Wed, 2003-10-29 at 14:32, jheine@ar-hannover.de wrote:

Yes, I do. But my problem is, that the sender of the note then is the agent, not the customer. I would add a note (or a Phone Call) with the customer as sender.

Jan

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Had you thought of adding a note to the original ticket? (With an appropriate heading).

On Wed, 2003-10-29 at 09:41, jheine@ar-hannover.de wrote:

...

Hello,

if I do like you wrote me, I add an answer to the ticket, but I want to add a follow-up from the customer.

Jan

...

Hello,

just open the ticket in detail view. On the right side you´ve got the option you are looking for.

Lars

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