Hello list! As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have "many" buttons in their console. Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar... Thanks -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------
Boniforti Flavio wrote:
As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have "many" buttons in their console.
Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar...
I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/ x1244.html) for more information. Nils Breunese.
On Aug 7, 2006, at 8:42 AM, Nils Breunese (Lemonbit Internet) wrote:
Boniforti Flavio wrote:
As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have "many" buttons in their console.
Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar...
I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/ x1244.html) for more information.
Nils Breunese.
If they ask for more interaction, you can point them to the web interface on a user by user basis. My users find the FAQ area pretty helpful, and several folks like to track their cases (especially the longer more complex cases) Thanks, Zeke -- James "Zeke" Dehnert mailto:jdehnert@norcalnetworks.com Phone: +1 707.546.6620 Fax: +1 707.546.6715 "Life is racing, everything else is just waiting"
hello all sorry im new to otrs im having problem installing it on a 64 bit linux system ... i keep getting mysql error not being able to connect .. and sometime apache doesnt work ...... i did get it all going before but when i got to creating the data base threw the web browser i get access denied error .... so i formated the hard drive started again agter couple of week's .. anways will anyone please be able to quid me threw it more easily ? i am fallowing the instruction but have data base connection errors .. thanks James Dehnert wrote:
On Aug 7, 2006, at 8:42 AM, Nils Breunese (Lemonbit Internet) wrote:
Boniforti Flavio wrote:
As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have "many" buttons in their console.
Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar...
I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) for more information.
Nils Breunese.
If they ask for more interaction, you can point them to the web interface on a user by user basis. My users find the FAQ area pretty helpful, and several folks like to track their cases (especially the longer more complex cases)
Thanks, Zeke
-- James "Zeke" Dehnert mailto:jdehnert@norcalnetworks.com Phone: +1 707.546.6620 Fax: +1 707.546.6715 "Life is racing, everything else is just waiting"
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Nils Breunese (Lemonbit Internet) ha scritto:
I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) for more information.
I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------
participants (4)
-
Boniforti Flavio -
James Dehnert -
mohamad -
Nils Breunese (Lemonbit Internet)