Hi. Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party. When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket. Is there any way to stop this behaviour? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
Lars Jørgensen wrote:
Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party.
It might be better to open a separate ticket for the communication with the third party and link the tickets in OTRS. Nils Breunese.
Hi Lars We use two tickets which are linked in parent / child relation. The parent ticket is the ticket we communicate to our customers, the child is the ticket we communicate to a supplier (e.g. to get a bugfix). Doing so we have always the right to: addresses and never an answer sent to the wrong party. regards, Bruno -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 11:10 AM To: 'User questions and discussions about OTRS.org' Subject: [otrs] replaced with database email Hi. Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party. When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket. Is there any way to stop this behaviour? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95 _______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/
Hi Klaus and Niels. Thank you for your answers. I'll try to look into linking! -- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Monday, June 23, 2008 1:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] replaced with database email
Hi Lars
We use two tickets which are linked in parent / child relation. The parent ticket is the ticket we communicate to our customers, the child is the ticket we communicate to a supplier (e.g. to get a bugfix). Doing so we have always the right to: addresses and never an answer sent to the wrong party.
regards, Bruno
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 11:10 AM To: 'User questions and discussions about OTRS.org' Subject: [otrs] replaced with database email
Hi.
Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party.
When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket.
Is there any way to stop this behaviour?
-- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
_______________________________________________ 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 Support or consulting for your OTRS system? =tp://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? =ttp://www.otrs.com/
Hi group. Now I've tried it a bit and it's cumbersome (or I'm doing it wrong). If I want to split out a new child ticket from the current ticket, i click "split" on the ticket (in the bottom right). This creates a new ticket but it is not linked to the original ticket. I have to manually link it to the parent ticket. This requires me to either have very good memory or write down the ticket number of the parent ticket and link it. If I close the parent ticket, the child stays open, which is confusing. If I have to reference content from the parent ticket in the child ticket, I have to copy and paste between tickets. If I want to forward a user's question to a third party it gets annoyingly difficult. Is it supposed to work this way or am I misunderstanding?
From my point of view it is easier just to hit "forward" on the ticket and type in the email of the third party. Everything is kept in the same ticket. Only problem is when the third party responds and I want to reply to that response - OTRS changes the email address to the original customer. There's no way to disable this behaviour?
-- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 3:15 PM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] replaced with database email
Hi Klaus and Niels.
Thank you for your answers. I'll try to look into linking!
-- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Monday, June 23, 2008 1:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] replaced with database email
Hi Lars
We use two tickets which are linked in parent / child relation. The parent ticket is the ticket we communicate to our customers, the child is the ticket we communicate to a supplier (e.g. to get a bugfix). Doing so we have always the right to: addresses and never an answer sent to the wrong party.
regards, Bruno
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 11:10 AM To: 'User questions and discussions about OTRS.org' Subject: [otrs] replaced with database email
Hi.
Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party.
When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket.
Is there any way to stop this behaviour?
-- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
_______________________________________________ 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 Support or consulting for your OTRS system? =://www.otrs.com/ _______________________________________________ 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 Support or consulting for your OTRS system? =p://www.otrs.com/
_______________________________________________ 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 Support or consulting for your OTRS system? =ttp://www.otrs.com/
Lars Jørgensen wrote:
Now I've tried it a bit and it's cumbersome (or I'm doing it wrong).
If I want to split out a new child ticket from the current ticket, i click "split" on the ticket (in the bottom right). This creates a new ticket but it is not linked to the original ticket. I have to manually link it to the parent ticket. This requires me to either have very good memory or write down the ticket number of the parent ticket and link it.
You don't need to split the ticket. You can just create a new ticket when you need to communicate with a third party and then link that ticket as a child to the original ticket. You don't need to memorize or write down any numbers, you can search for tickets after clicking the Link link.
If I close the parent ticket, the child stays open, which is confusing.
Sometimes you may want to close the parent ticket while keeping the child ticket open or vice versa. You close a ticket when the conversation has ended. Conversations in linked tickets doesn't necessarily end at the same time (although they may do in your case).
If I have to reference content from the parent ticket in the child ticket, I have to copy and paste between tickets. If I want to forward a user's question to a third party it gets annoyingly difficult.
Usually we need to rephrase questions anyway when forwarding them to third parties. Plus copy-paste is not that hard. But it might be less of a problem for us then it is for you as we're not dealing with third parties on tickets that often.
Is it supposed to work this way or am I misunderstanding?
It's mostly supposed to work this way. There are a lot of ways people will want to use a ticket system and OTRS can accomodate a lot of them. This generic approach might mean that not everything is optimized for your usage pattern. Nils Breunese.
hi Nils,
Is it supposed to work this way or am I misunderstanding?
It's mostly supposed to work this way. There are a lot of ways people will want to use a ticket system and OTRS can accomodate a lot of them. This generic approach might mean that not everything is optimized for your usage pattern.
Thank you for enlightening answer. Splitting is too "heavy" in our usage pattern, we'll just keep forwarding and changing email addresses in the tickets. -- Lars
participants (3)
-
Klaus Bruno -
Lars Jørgensen -
Nils Breunese (Lemonbit)