RE: [otrs] Request: User Aliases
Actually, I was thinking more along the lines of aliasing from the Customer User list as opposed to a whole new address book. I understand it could be confusing, but not having the functionality of aliasing seems a loss to me. Many times more then one person is involved in a ticket, be it their managers or other clients they have for which they've escalated the problem. We'd like to continue informing these people of whatever the situation is... -Dave -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, May 08, 2003 3:37 AM To: otrs@otrs.org Subject: Re: [otrs] Request: User Aliases On Thu, May 08, Martin Edenhofer wrote:
On Mon, May 05, 2003 at 03:06:17PM -0400, DTerrell@Delphi-Tech.com wrote:
As part of working with OTRS, when adding a follow-up empty e-mail or what have you, we'd like to be able to CC people. Although the ability is there, would there be any way to use aliases for those addresses as opposed to writing in the whole address. For example, I have the user login dat, his e-mail address is dterrell@delphi-tech.com, but instead of writing in the whole address I'd like to be able to just put in 'dat' and have OTRS look through the customer user list for that login...
Hmmm... you need an address book! I don't know if this is a good idea for a default installation. It's confusing for agents if the agent can select customers to CC.
Any other opinions?
I don't think that it is a good idea either. Gruss Stefan Wintermeyer -- Stefan Wintermeyer I'm a doctor, not an escalator. (McCoy) "Star Trek" _______________________________________________ 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
Rather than an address book I'd like to see the following: If an agent CCs someone on a reply to a ticket then every future email for that ticket should have them as part of the CC list by default. If a client emails in a ticket (or reply) with a CC then any future responses for that ticket should have those listed in the CC in the reply CC by default. It would be nice if as part of the customer definition I could define an "always CC" list of people who would always be CCed for any tickets related to that customer. - Alan - DTerrell@Delphi-Tech.com writes:
Actually, I was thinking more along the lines of aliasing from the Customer User list as opposed to a whole new address book. I understand it could be confusing, but not having the functionality of aliasing seems a loss to me. Many times more then one person is involved in a ticket, be it their managers or other clients they have for which they've escalated the problem. We'd like to continue informing these people of whatever the situation is...
-Dave
-----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, May 08, 2003 3:37 AM To: otrs@otrs.org Subject: Re: [otrs] Request: User Aliases
On Thu, May 08, Martin Edenhofer wrote:
On Mon, May 05, 2003 at 03:06:17PM -0400, DTerrell@Delphi-Tech.com wrote:
As part of working with OTRS, when adding a follow-up empty e-mail or what have you, we'd like to be able to CC people. Although the ability is there, would there be any way to use aliases for those addresses as opposed to writing in the whole address. For example, I have the user login dat, his e-mail address is dterrell@delphi-tech.com, but instead of writing in the whole address I'd like to be able to just put in 'dat' and have OTRS look through the customer user list for that login...
Hmmm... you need an address book! I don't know if this is a good idea for a default installation. It's confusing for agents if the agent can select customers to CC.
Any other opinions?
I don't think that it is a good idea either.
Gruss Stefan Wintermeyer
-- Stefan Wintermeyer
I'm a doctor, not an escalator. (McCoy) "Star Trek" _______________________________________________ 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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ajrothstein＠yahoo.com -
DTerrell＠Delphi-Tech.com