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manish ramteke

9 Feb 2010 9 Feb '10

6:43 a.m.

Hi, In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two. Regards, Manish Ramteke

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manish ramteke

10 Feb 10 Feb

5:31 a.m.

Hi, Any inputs on this please. On Tue, Feb 9, 2010 at 12:13 PM, manish ramteke wrote:

Hi,

In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two.

Regards, Manish Ramteke

Regards, Manish Ramteke

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Leonardo Certuche

2:15 p.m.

Hi, With both you do basically the same: register a ticket, but with email ticket, as its name suggests, you can send an email to several recipients at the same time. Leonardo Certuche On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke wrote:

Hi,

In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two.

Regards, Manish Ramteke

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Marco Vannini

2:20 p.m.

mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from. Told that I was waiting for a suggestion too... :D MV On Wed, Feb 10, 2010 at 3:15 PM, Leonardo Certuche < leonardo.certuche@itcon-ltda.com> wrote:

Hi,

With both you do basically the same: register a ticket, but with email ticket, as its name suggests, you can send an email to several recipients at the same time.

Leonardo Certuche

On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke
...
wrote:

...
Hi,

In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two.

Regards, Manish Ramteke

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Nils Leideck - ITSM

6:26 p.m.

Hi, On 10.02.2010, at 15:20, Marco Vannini wrote:

mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.

Phone-Ticket is for incoming issues, like phonecalls or something you were told during lunchtime or kinds of that. Email-Ticket is for outgoing issues, like "Dear external Service Provider, our plants are dry" or "Dear Customers, tomorrow we will have slow internet connection for about one hour." Other Channels are: Incoming Email SOAP DB Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Marco Vannini

6:50 p.m.

right! you convinced me. I'll rename that link to incoming and outgoing issue, it's better for my users ... Thank you. MV On Wed, Feb 10, 2010 at 7:26 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

Hi,

On 10.02.2010, at 15:20, Marco Vannini wrote:

mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.

Phone-Ticket is for incoming issues, like phonecalls or something you were told during lunchtime or kinds of that. Email-Ticket is for outgoing issues, like "Dear external Service Provider, our plants are dry" or "Dear Customers, tomorrow we will have slow internet connection for about one hour."

Other Channels are:

Incoming Email SOAP DB

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany http://www.cebit.de and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Marco Vannini

6:56 p.m.

OMG... I've see that the caption is just clear enough (inboud and outbound)... On Wed, Feb 10, 2010 at 7:50 PM, Marco Vannini wrote:

right! you convinced me. I'll rename that link to incoming and outgoing issue, it's better for my users ...

Thank you.

MV

On Wed, Feb 10, 2010 at 7:26 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

...
Hi,

On 10.02.2010, at 15:20, Marco Vannini wrote:

mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.

Phone-Ticket is for incoming issues, like phonecalls or something you were told during lunchtime or kinds of that. Email-Ticket is for outgoing issues, like "Dear external Service Provider, our plants are dry" or "Dear Customers, tomorrow we will have slow internet connection for about one hour."

Other Channels are:

Incoming Email SOAP DB

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany http://www.cebit.de and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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participants (4)

Leonardo Certuche
manish ramteke
Marco Vannini
Nils Leideck - ITSM