
I have same idea with Philippe.
Phone ticket sould be just a source of ticket.
No matter any difference of source, ticket should be same.
Regards,
2011-06-10
martin liu
http://martinliu.cn
发件人: "Martignier, Philippe"

My guess is that:
a) a ticket type had to be chosen to create the ticket, and it's coding-wise
easier to set a ticket type than to guess/pass the ticket type. and
b) a split ticket didn't come from the customer, it was initiated by an
agent. As a ticket that did not originate via email, phone makes sense as
the only other option.
(hypothesis based upon programming logic, not workflow logic.)
On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn
** I have same idea with Philippe.
Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same.
Regards,
2011-06-10 ------------------------------ martin liu http://martinliu.cn ------------------------------ 发件人: "Martignier, Philippe"
发送时间: 2011-06-10 16:37 主 题: [otrs] why is the split function always giving a phone ticket 收件人: "otrs@otrs.org" Hi there,****
** **
Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ?****
** **
If the ticket is created by an incoming email, it should keep the same type of ticket … because then when you do stats about tickets type you wont get reality …****
** **
Any response welcome****
** **
Cheers,****
** **
Philippe****
** **
Philippe Martignier****
Communications Division****
Customer Service Center****
Email : Philippe.Martignier@wipo.int****
Phone : 00 41 022 338 72 36****
Building : NC ****
Office : 3, 316****
** **
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Hi Martin,
On Fri, Jun 10, 2011 at 10:59, martinliu_cn
Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same.
I'm totally with you! There should just be one "New Ticket" mask, with an option to send an email. There's no need for the "Phone Ticket"/"Email Ticket" distinction. See also https://otrsteam.ideascale.com/a/dtd/Split-ticket-to-outbound-email/92660-10... -- Mike
participants (3)
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Gerald Young
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martinliu_cn
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Michiel Beijen