In OTRS 3.3.x is there a way to mark all "PhoneCall" (inbound or outbound) as 'internal' so that they are not visible when the customer views a ticket? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
Hi, - Nick Bright schrieb: > > In OTRS 3.3.x is there a way to mark all "PhoneCall" (inbound or
outbound) as 'internal' so that they are not visible when the customer views a ticket?
Why not use "internal note" for noting this? (this is intended to be used for your requirement.) I do not see an option to mark phone call internal. by the way you really (!) should upgrade to latest version. 3.3.x are vulnerable. -- Florian
On 1/12/2018 2:29 AM, Edlhuber, Florian wrote:
Hi,
- Nick Bright schrieb:
In OTRS 3.3.x is there a way to mark all "PhoneCall" (inbound or outbound) as 'internal' so that they are not visible when the customer views a ticket?
Why not use "internal note" for noting this? (this is intended to be used for your requirement.) We use templates for updates (work orders, etc) which can't be applied to notes (at least in 3.3.x).
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
On 1/15/2018 6:04 PM, Edlhuber, Florian wrote:
Hi,
- Nick Bright schrieb:
We use templates for updates (work orders, etc) which can't be applied to notes (at least in 3.3.x). Easy answer: update. No other good option available. Updating is not an option, as it would require several thousand dollars of re-implementing customization.
If it's not possible, the the answer is "it's not possible", not "ur doin it rong!". -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
Hi, - Nick Bright schrieb: > On 1/15/2018 6:04 PM, Edlhuber, Florian wrote:
- Nick Bright schrieb:
We use templates for updates (work orders, etc) which can't be applied to notes (at least in 3.3.x).
Easy answer: update. No other good option available.
Updating is not an option, as it would require several thousand dollars of re-implementing customization.
You should have mentioned this earlier. I am out here. I can not say anything about your customizations. by the way: If you have customized code, you should be able to implement the new functions by your own :-) You could do a new evaluation of your needs with new OTRS6 funtions. I do several migrations (beginning from 2.4 to 6) and many customizations from former times (and 3.3. is an ancient version) are obsoltete today. Regards Florian
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Edlhuber, Florian -
Nick Bright