We are interested in such a function, too. ;-) Marc -----Ursprüngliche Nachricht----- Von: Paul [mailto:otrs-users@neenerville.com] Gesendet: Montag, 17. Februar 2003 07:10 An: otrs@otrs.org Betreff: RE: [otrs] Creating new tickets and merging tickets Hi Martin,

...

I do have two questions though.

Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing?

I think you want an "auto reply" (with the ticket number in the subject)?

-=> new ticket is created -=> auto reply is sent to the customer (if the customer send an follow up, it will be added to the ticket)

AdminArea -=> Auto Response <-> Queue -=> set "auto reply" for your wanted queue.

Not exactly. Instead, what I'm looking for is a way to initiate contact with the customer, similar to the PhoneView however via e-mail. For example: I need to contact a customer regarding an issue with billing. I initiate a new ticket within OTRS and send them an e-mail explaining the problem. They receive: To: customer@domain.org From: billing@mydomain.net Subject: [Ticket# 20030207000012] Issue with last month's payment ... As OTRS stands, it seems that the only way to get in touch with a customer is by *them* e-mailing *you*. I'd like to see the ability to reverse this process.

...

Also, occasionally we have more than one ticket that need to be merged. Is this possible?

"merge tickets" is on the todo list.

Great to hear it! :) Best wishes, Paul _______________________________________________ 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