Re: [otrs] Microsoft Exchange like customer email read confirmation

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Martignier, Philippe

19 Jan 2010 19 Jan '10

2:30 p.m.

Thanks for your reply ... I agree with you! I pass your response to my users .) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Sarper SARIDAL

19 Jan 19 Jan

8:10 p.m.

New subject: Microsoft Exchange like customer email read confirmation

Customers never stop asking for more.. That's a great opportunity to improve the products but when improving things may get too complex to manage.. My otrs is just out of my controls.. Now because of my modifications even on kernel files i will not be update my product to newer version or the upgrade will be really hard to handle. Think about it twice , you are the admin , they are not. They will be pleased for a second then puff.. they'll forget and start asking for more more and more.. My otrs is just even raising a ticket to a manager and gets approval from cellular phone and the manager replies it with APPROVED and sends a message.. and the ticket state is turned into approved.. Fantasies never end.. On Tue, Jan 19, 2010 at 4:30 PM, Martignier, Philippe < philippe.martignier@wipo.int> wrote:

...

Thanks for your reply ...

I agree with you!

I pass your response to my users .)

Cheers

Philippe

World Intellectual Property Organization Disclaimer:

This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. --------------------------------------------------------------------- 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

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Marco Vannini

8:17 p.m.

New subject: R: Re: Microsoft Exchange like customer email read confirmation

sacred words. I deny havy customization too ... Il giorno 19/gen/2010 21:10, "Sarper SARIDAL" ha scritto: Customers never stop asking for more.. That's a great opportunity to improve the products but when improving things may get too complex to manage.. My otrs is just out of my controls.. Now because of my modifications even on kernel files i will not be update my product to newer version or the upgrade will be really hard to handle. Think about it twice , you are the admin , they are not. They will be pleased for a second then puff.. they'll forget and start asking for more more and more.. My otrs is just even raising a ticket to a manager and gets approval from cellular phone and the manager replies it with APPROVED and sends a message.. and the ticket state is turned into approved.. Fantasies never end.. On Tue, Jan 19, 2010 at 4:30 PM, Martignier, Philippe < philippe.martignier@wipo.int> wrote: > > Tha... --------------------------------------------------------------------- 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/

Nils Leideck - ITSM

9:07 p.m.

New subject: R: Re: Microsoft Exchange like customer email read confirmation

HI, On 19.01.2010, at 21:17, Marco Vannini wrote:

...

sacred words. I deny heavy customization too ...

...
Il giorno 19/gen/2010 21:10, "Sarper SARIDAL" ha scritto:

Customers never stop asking for more.. That's a great opportunity to improve the products but when improving things may get too complex to manage.. My otrs is just out of my controls.. Now because of my modifications even on kernel files i will not be update my product to newer version or the upgrade will be really hard to handle.

well ... you actually just need to have someone whose Job is to organize such customizations every day all day - often called "professional OTRS Support" ;-))

...

...
My otrs is just even raising a ticket to a manager and gets approval from cellular phone and the manager replies it with APPROVED and sends a message.. and the ticket state is turned into approved..

Cool stuff ... would not be that easy with proprietary software, right? 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!

Marco Vannini

9:25 p.m.

New subject: R: Re: Microsoft Exchange like customer email read confirmation

sacred words^2 I always suggest enjoy@otrs.org, even in our otrsitalia.net forum :D On Tue, Jan 19, 2010 at 10:07 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

...

HI,

On 19.01.2010, at 21:17, Marco Vannini wrote:

sacred words. I deny heavy customization too ...

Il giorno 19/gen/2010 21:10, "Sarper SARIDAL" ha scritto:

Customers never stop asking for more.. That's a great opportunity to improve the products but when improving things may get too complex to manage.. My otrs is just out of my controls.. Now because of my modifications even on kernel files i will not be update my product to newer version or the upgrade will be really hard to handle.

well ... you actually just need to have someone whose Job is to organize such customizations every day all day - often called "professional OTRS Support" ;-))

My otrs is just even raising a ticket to a manager and gets approval from cellular phone and the manager replies it with APPROVED and sends a message.. and the ticket state is turned into approved..

Cool stuff ... would not be that easy with proprietary software, right?

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 Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebi..., Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Alexander Halle

20 Jan 20 Jan

3:40 a.m.

New subject: Microsoft Exchange like customer email read confirmation

Nils Leideck - ITSM schrieb: [...]

...

well ... you actually just need to have someone whose Job is to organize such customizations every day all day - often called "professional OTRS Support" ;-))

...
...
My otrs is just even raising a ticket to a manager and gets approval from cellular phone and the manager replies it with APPROVED and sends a message.. and the ticket state is turned into approved..

Cool stuff ... would not be that easy with proprietary software, right?

Hi Nils, ausnahmsweise Mal per PM und auf Deutsch ;) Dem letzten Satz kann ich nur zustimmen, mit unserem alten Produkt "IssueTracker" von ManageEngine (jetzt "ServiceDesk Plus") waren wir bei weitem nicht so flexibel und Programm-Erweiterungen waren gar nicht erst möglich. Letzteres können wir uns aber einfach nicht leisten und die Lernkurve ist zu steil, um es selbst zu erledigen. Ich glaube ein Tag lag bei 1250 EUR, zur Verfügung stehen aber maximal 2500 EUR pro Jahr und die Wunschliste ist lang. Daher würde ich gern noch Mal über eine OTRS-Entwickler-Schulung für Beginner sprechen. Wir hatten uns Mal vor einem Jahr auf deiner wirklich guten Admin-Schulung im Linux-Hotel darüber unterhalten. Ich weiß aber nicht, ob so etwas gewünscht ist, denn natürlich habt ihr dann weniger Customizing-Umsatz. Andererseits sieht man aber an meiner Situation, dass ansonsten aber eh kein Auftrag generiert werden würde. Ich bin von Opensource überzeugt und ich bin von OTRS überzeugt und ich bin auch bereit dafür zu zahlen, es fehlt halt nur etwas in meiner Preisklasse. Ich denke Mal eine Schulung bringt ja auch Geld und gehört klassischerweise zu den Opensource-Einnahmequellen. Was ich bräuchte wäre eine Schulung wie im Linux-Hotel. Also mehrere Leute, damit es nicht so teuer wird (wie die Admin-Schulung) und damit man Kontakte zu anderen Usern aufbauen kann. Denn auf der dev-Mailingliste ist ja nicht gerade viel los und auch sonst findet man quasi keine Austauschmöglichkeiten im Web, sobald es um die Entwicklung geht. Das Developer-Manual ist sehr gut, aber es fehlt ein Workshop um einsteigen zu können. Mir ist natürlich klar, dass es dann einen Haufen zu klärende Fragen geben würde, wie potentielle Teilnehmer und deren Wissenstand, Dauer, Zeitraum und so weiter. Vielleicht kann ich dazu einige Ideen geben. Also, falls ihr euch eine Schulung vorstellen könnt und sie mit euren Zielen vereinbar ist, würde ich mich freuen, von euch zu hören. Viele Grüße Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

Alexander Halle

3:43 a.m.

New subject: Microsoft Exchange like customer email read confirmation

Hi all, I'm very sorry, please ignore my last email, I used the wrong mail adress :( Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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participants (5)

Alexander Halle
Marco Vannini
Martignier, Philippe
Nils Leideck - ITSM
Sarper SARIDAL