Creating new tickets and merging tickets
Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. 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? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul
Hi Paul, On Sun, Feb 16, 2003 at 05:11:55PM -0500, Paul wrote:
I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic.
Fine! ;-)
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.
Also, occasionally we have more than one ticket that need to be merged. Is this possible?
"merge tickets" is on the todo list.
Paul
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 209 Tage bis zum Gäubodenvolksfest! ;-)
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
I just experienced another instance where this feature could have come in handy: I responded to a customer's ticket only to realize I had left out important information. OTRS will not allow me to send another response via e-mail until the customer contacts me again.
-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Paul Sent: Monday, February 17, 2003 1:10 AM To: otrs@otrs.org Subject: RE: [otrs] Creating new tickets and merging tickets
Hi Martin,
<snip>
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.
Hi all, I received the notice for 1.1's upcoming release and was wondering if the feature requested below will be available. We're just itching to use it ;) Thanks, Paul
-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Paul Sent: Monday, February 17, 2003 1:10 AM To: otrs@otrs.org Subject: 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
Hi Paul, On Sun, Apr 06, 2003 at 11:33:10PM -0400, Paul wrote:
I received the notice for 1.1's upcoming release and was wondering if the feature requested below will be available. We're just itching to use it ;)
"split ticket" is implemented. "merge tickets" isn't implemented - I try to get it in.
Thanks, Paul
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
Hi Martin,
Hi Paul,
On Sun, Apr 06, 2003 at 11:33:10PM -0400, Paul wrote:
I received the notice for 1.1's upcoming release and was wondering if the feature requested below will be available. We're just itching to use it ;)
"split ticket" is implemented.
Great to hear it! I meant the ability to initiate contact via OTRS without relying on the user contacting you first. Sort of like a "E-mail to:" option that will e-mail them with an Ticket ID. Thanks, Paul
Hi Paul, On Tue, Apr 08, 2003 at 07:03:02PM -0400, Paul wrote:
I received the notice for 1.1's upcoming release and was wondering if the feature requested below will be available. We're just itching to use it ;)
"split ticket" is implemented.
Great to hear it! I meant the ability to initiate contact via OTRS without relying on the user contacting you first. Sort of like a "E-mail to:" option that will e-mail them with an Ticket ID.
I'm a little bit confused! .-) You don't talk about the 'split ticket' feature? Can you give me an example? A solution to create a ticket and send some infos to the customer (incl. ticket number) can be done via the PhoneView and Auto-Responses.
Thanks, Paul
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
Hi Martin,
I'm a little bit confused! .-) You don't talk about the 'split ticket' feature?
Can you give me an example?
No, not split tickets. What I'd like is just like the "New e-mail" button in Outlook or Eudora, etc. There are many times when an agent has to initiate contact with a client and presently have to do it via an external e-mail program. OTRS is currently setup for INTAKE only. What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" field and a selectable "FROM" field. For example: To: <Enter e-mail address or customer> From: Drop down box with queues Subject: <Enter subject> Message: Here's a scenario: I have to contact a client with information that we need her to supply information to us. Right now, I'd have to contact her using a standalone e-mail application: To: customer@domain.org From: Paul Subject: A few questions Hi Sue, We need some information regarding your Q3 earnings. Please get in touch with us a.s.a.p. Thanks, Paul What we'd prefer is a way of handling outgoing messages through OTRS that do not require a user to send us something first to create a ticket. Instead: To: customer@domain.org From: Paul Subject: [Ticket #: 2003040900021423] A few questions .... Let me know if you'd like any additional clarification. Ultimately I'd like to see the opposite of PhoneView which would let us press submit and send the message to the customer via e-mail. Thanks, Paul
Hi Paul, On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote:
No, not split tickets. What I'd like is just like the "New e-mail" button in Outlook or Eudora, etc. There are many times when an agent has to initiate contact with a client and presently have to do it via an external e-mail program. OTRS is currently setup for INTAKE only.
What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" field and a selectable "FROM" field. For example:
To: <Enter e-mail address or customer> From: Drop down box with queues Subject: <Enter subject> [...]
Ohh now I got it. .-) It's not implemented yet. I put it on the TODO list. A good idea. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
---------- Original Message -----------
From: Martin Edenhofer
Hi Paul,
On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote:
No, not split tickets. What I'd like is just like the "New e-mail" button in Outlook or Eudora, etc. There are many times when an agent has to initiate contact with a client and presently have to do it via an external e-mail program. OTRS is currently setup for INTAKE only.
What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" field and a selectable "FROM" field. For example:
To: <Enter e-mail address or customer> From: Drop down box with queues Subject: <Enter subject> [...]
Ohh now I got it. .-) It's not implemented yet. I put it on the TODO list.
A good idea.
Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian
participants (3)
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Brian -
Martin Edenhofer -
Paul