CC field in Phone Ticket
Hi, How do I enable/add CC field in phone ticket? regards, amit
Hello,
Far as i know you cannot do that. A phone conversation is with one
individual, a one-to-one communication, so it should be recorded as such and
assigned to one queue. If you would like to then forward on that ticket, you
can select as many people as you like to email it to them.
cheers
Neil
On Mon, Jul 5, 2010 at 2:58 PM, Amit Sharma
Hi,
How do I enable/add CC field in phone ticket?
regards, amit
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Hi Amit, Phone tickets are sent directly to a queue and do not have a CC field. If you need to CC someone in your message...use the "Email Ticket" function. On Mon, 2010-07-05 at 05:58 -0700, Amit Sharma wrote:
Hi,
How do I enable/add CC field in phone ticket?
-- Bryan Baldwin OTRS AG Norsk-Data-Straße 1 D-61352 Bad Homburg T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul - Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!
Bryan, Doing that does not reflect that a phone call was received about a problem. It makes it look like the ticket was initiated by the agent. In our business we have many customers that have helpdesks that call us and want the ticket emailed to them and to several other people. We have been trying to figure out how to do this with the phone-ticket, but alas I guess this is another major shortcoming of OTRS along with not being able to effectively deal with supporting a main customer that has multiple sites so that all the tickets for the multiple sites can be under one customer_user. On 07/05/2010 10:35 AM, Bryan Baldwin wrote:
Hi Amit,
Phone tickets are sent directly to a queue and do not have a CC field. If you need to CC someone in your message...use the "Email Ticket" function.
On Mon, 2010-07-05 at 05:58 -0700, Amit Sharma wrote:
Hi,
How do I enable/add CC field in phone ticket?
-- Bryan Baldwin
OTRS AG Norsk-Data-Straße 1 D-61352 Bad Homburg
T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul - Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!
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-- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com www.netwolves.com
participants (4)
-
Amit Sharma -
Bryan Baldwin -
Neil Simpson -
Steve Clark