Hi OTRS people, I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue. Is this possible in some way? Thanks for help. Alex -- Alex Suzuki, as@cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis
Hi Alex, On Fri, May 23, 2003 at 11:14:06AM +0200, Alex Suzuki wrote:
I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer
Each customer user can look at issues belonging to the own customer id.
first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue.
Currently there is no option (without coding) to do so.
Alex
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves.
Can you hard code a default (overridable) cc to an email addr ( mailing list archive)? We're new OTRS users. I just cc messages that I think are particularly useful (insightful, blazingly brilliant;-) to a searchable mailing list archive. Then later I mine it for what I now call "responses". I couldn't open the archive to visitors without the correspondent's consent, and it would be hard to keep track of that. [[We have FUN with OTRS !]] Sheryl At 07:02 AM 5/28/03, you wrote:
Hi Alex,
On Fri, May 23, 2003 at 11:14:06AM +0200, Alex Suzuki wrote:
I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer
Each customer user can look at issues belonging to the own customer id.
first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue.
Currently there is no option (without coding) to do so.
Alex
Martin
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Hi Sheryl, On Wed, May 28, 2003 at 08:05:54PM -0400, Sheryl Coe wrote:
I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves.
Can you hard code a default (overridable) cc to an email addr ( mailing list archive)?
What do you meant with "default cc to an email addr"? You could hard code a cc address to the Kernel/Output/HTML/Standard/AgentCompose.dtl template.
We're new OTRS users. I just cc messages that I think are particularly useful (insightful, blazingly brilliant;-) to a searchable mailing list archive. Then later I mine it for what I now call "responses".
I couldn't open the archive to visitors without the correspondent's consent, and it would be hard to keep track of that.
[[We have FUN with OTRS !]]
Fine! :)))
Sheryl
-Martin
participants (3)
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Alex Suzuki -
Martin Edenhofer -
Sheryl Coe