Hi Cory, tcdh5u402@sneakemail.com schrieb:

Good morning Alex,

Thanks for your quick response. My comments are below.

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How do I show that the customer emailed an address other than the otrs pop3 support@example.org address? That is, if the customer emails a tech >>directly?

I don't undertstand that question. Please be more precise.

I've configured otrs to poll support@example.org for incoming mail. Unfortunately, not all of my customers send support requests to this address -- some send them to john.doe@example.org (because John Doe has been particularly helpful in the past) and some customers physically stop my support personnel in the hallway and ask them for help.

I suppose what I'm asking for is the addition of the following communication types:

email (inbound and outbound) telephone (inbound and outbound) fax (inbound and outbound) face-to-face (inbound and outbound) instant message (inbound and outbound) etc.

(I suppose there's no reason that these shouldn't be user-configurable.)

In todays OTRS, you can add this communication types as article-types directly within the "article_type"-DB-table. Then, within Sysconfig, you have to configure e.g. in Ticket->AgentTicketNote which article-types shall be available for notes. But this is only a workaround because you cannot differ between inbound and outbound. The behaviour of OTRS is (you have to watch the article_sender_type used for the articles): * Inbound + new phone tickets * Outbound + new mail-tickets + phone calls on existing tickets + notes + mail-compose on existing tickets

If the developers slightly modify the interface this would probably be simple easy to implement. If instead of having 'Phone-Ticket' and 'Email-Ticket' buttons they had 'Inbound Contact' and 'Outbound Contact' then the user would be able to specify the communication type on the following screen.

I'm absolutely with you. I addressed this kind of suggestion to OTRS GmbH.

Thanks for your time,

Cory

Bye, Alex