On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose
Hi Mik, this module is not released yet. It will be in the next weeks. I can post an follow up if it's available for beta testing. -Martin On Aug 13, 2009, at 23:17 , Mikola Rose wrote:
On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed?
Mik Rose
I was wondering if anyone can steer me the right direction. Is there any workaround to having this happen: Customer opens ticket. Manager at Customers company is also notified along with customer, and manager is kept in loop as to tickets journey thru completion. I have several customers who work for one company and the company manager wants to know what is happening with the tickets. Any help will be greatly appreciated!!! ~Tim
Can anyone help on this?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Timothy J. Deerinck Sent: Friday, August 14, 2009 3:58 PM To: User questions and discussions about OTRS. Subject: [otrs] Customer Notification I was wondering if anyone can steer me the right direction. Is there any workaround to having this happen: Customer opens ticket. Manager at Customers company is also notified along with customer, and manager is kept in loop as to tickets journey thru completion. I have several customers who work for one company and the company manager wants to know what is happening with the tickets. Any help will be greatly appreciated!!! ~Tim --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Under the new event-based notifications in 2.4 there is a "notify" field where you can enter an email address. So you might be able to do this if you set up a queue specific to that company, and created a notification rule with the manager's email address in there. Just guessing though as I've never done anything like that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Alan, Thanks for the reply! That sounds like a great idea. I guess I will have to change my queue structure though. I was hoping to be more ITIL compliant, but this feature is VERY important. Thanks again, ~Tim -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alan McKay Sent: Saturday, August 15, 2009 1:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Notification Under the new event-based notifications in 2.4 there is a "notify" field where you can enter an email address. So you might be able to do this if you set up a queue specific to that company, and created a notification rule with the manager's email address in there. Just guessing though as I've never done anything like that. -- "Don't eat anything you've ever seen advertised on TV" - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Alan, I must be missing this....I don't see a Notify field at all. Where are you seeing this? I am using 2.4.2 and ITSM. ~Tim -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alan McKay Sent: Saturday, August 15, 2009 1:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Notification Under the new event-based notifications in 2.4 there is a "notify" field where you can enter an email address. So you might be able to do this if you set up a queue specific to that company, and created a notification rule with the manager's email address in there. Just guessing though as I've never done anything like that. -- "Don't eat anything you've ever seen advertised on TV" - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
On Sat, Aug 15, 2009 at 6:06 PM, Timothy J.
Deerinck
Alan, I must be missing this....I don't see a Notify field at all. Where are you seeing this? I am using 2.4.2 and ITSM.
I was going by memory - it is actually called "Recipient" - just checked -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Hi, Sorry for the double post about this module but I've just found this mail in my archive ... Martin, do you have any news about this plugin please ? I would be interested even by a beta version to test it. Best regards Laurent Le 14/08/2009 08:07, Martin Edenhofer a écrit :
Hi Mik,
this module is not released yet. It will be in the next weeks.
I can post an follow up if it's available for beta testing.
-Martin
On Aug 13, 2009, at 23:17 , Mikola Rose wrote:
On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed?
Mik Rose
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participants (5)
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Alan McKay -
Laurent Minost -
Martin Edenhofer -
Mikola Rose -
Timothy J. Deerinck