Hi Volker, On Wed, Oct 23, 2002 at 02:26:53PM +0200, Volker Vo?k?mper wrote:

First my congratulations to the progammers of this tool.

Thanks!

I'm happy that I can use it now!

Fine! :)

OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts.

So I miss the following features:

- Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem

- In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found

- Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#)

- on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table

- change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors)

- flag for billing in each step of a ticket (you can't make an invoice for all things you do)

- separat statistics for work and possible billing grouped by customer and contact with list of ticket#

- view cusomer name in queue view

I see this points. OTRS (currently) is developed to put an existing customer database on it. Yes, a modular contract frontend/backend would be important. Is it possible for you, to help by the contract frontend/backend?

Generally I miss:

- send answers with attachment

This is done by the next Beta (0.5 Beta8). :)

Volker

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider