Hi, I'm trying to figure out how to use the "Phone call / new ticket" option. Anything I enter in the "From" field isn't accepted. The "Search Customer" also doesn't seem to do anything. Any ideas / advice on how I can use this feature? Thanks. Michael.
Michael Mansour wrote:
I'm trying to figure out how to use the "Phone call / new ticket" option.
Anything I enter in the "From" field isn't accepted.
The From field is a drop down list of queues for me. You mean the values in the list are not accepted? What is the error you get?
The "Search Customer" also doesn't seem to do anything.
Do you have customers in your database? Any error message you're getting? Nils Breunese.
В сообщении от Thursday 13 December 2007 11:48:42 Nils Breunese (Lemonbit) написал(а):
Anything I enter in the "From" field isn't accepted. The From field is a drop down list of queues for me. You mean the values in the list are not accepted? What is the error you get?
In "phone ticket" from field is a input box and "to" is a drop-down. In "email ticket" "from" is a drop-down box, and "to" is a input box. I think so: * i get a phone call and i want to create ticket without notification user by email (user maybe haven't email, or it not known to me now, or I don't want to show using otrs to user). in drop-down I choose queue. what i must fill in input box (from)? * i get an letter to my personal email, not to configured in otrs. I want to create ticket in otrs silently, without user notification. in drop-down (from) i choose queue. What i must fill in input box (to)? if i fill email ticket, user get an email. can i avoid it ? why email ticket created "from queue to user" ? This moment in documentation almost absent.
The "Search Customer" also doesn't seem to do anything. Do you have customers in your database? Any error message you're getting?
We (for example) do not want to give web interface to customers and work only with emails. We do not creating customer users in database by hand. Can we search anything in "search customer" ? maybe customers auto-created by their emails ? Mike
Mike Lykov wrote:
In "phone ticket" from field is a input box and "to" is a drop-down. In "email ticket" "from" is a drop-down box, and "to" is a input box.
I think so:
* i get a phone call and i want to create ticket without notification user by email (user maybe haven't email, or it not known to me now, or I don't want to show using otrs to user). in drop-down I choose queue. what i must fill in input box (from)?
It expects the email address of the customer. I don't know if you can change this behavior.
* i get an letter to my personal email, not to configured in otrs. I want to create ticket in otrs silently, without user notification. in drop-down (from) i choose queue. What i must fill in input box (to)?
We solve this by forwarding the email to the address configured for the queue and it will just show up there. No need to manually copy- paste the message.
if i fill email ticket, user get an email. can i avoid it ?
Disable the notification.
why email ticket created "from queue to user" ?
Because then the user can reply and the answer will show up in this queue. Or maybe I didn't understand your question.
The "Search Customer" also doesn't seem to do anything. Do you have customers in your database? Any error message you're getting?
We (for example) do not want to give web interface to customers and work only with emails. We do not creating customer users in database by hand. Can we search anything in "search customer" ? maybe customers auto-created by their emails ?
You need customers in your database if you want to use the customer search field. Nils Breunese.
Have you entered your customers into the database? DO you have OTRS doing LDAP searches for you? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Mansour Sent: Wednesday, December 12, 2007 10:58 PM To: otrs@otrs.org Subject: [otrs] Phone call/ new ticket Hi, I'm trying to figure out how to use the "Phone call / new ticket" option. Anything I enter in the "From" field isn't accepted. The "Search Customer" also doesn't seem to do anything. Any ideas / advice on how I can use this feature? Thanks. Michael. _______________________________________________ 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/
В сообщении от Friday 14 December 2007 05:29:50 Maurice James Ny написал(а):
Have you entered your customers into the database?
Are we must do it by hand, or otrs have "autocreate" feature? When some user wrote a letter for us and ticket are created, a "customerID" field are shown in this ticket (a email of this user). This "customerID" is not in database as "customer user"? why? In our case we can not predict who wrote a letter to us, how we can fill the "customer users" database ? Mike
Yes you must do it by hand. I do not think there is a customer user auto creation script. The customerID is used to group customers together. For example customer1 customer12 and customer43 all have the same customerID. You are now able to search for all tickets related to them by just searching for their customerID -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Lykov Sent: Friday, December 14, 2007 12:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Phone call/ new ticket В сообщении от Friday 14 December 2007 05:29:50 Maurice James Ny написал(а):
Have you entered your customers into the database?
Are we must do it by hand, or otrs have "autocreate" feature? When some user wrote a letter for us and ticket are created, a "customerID" field are shown in this ticket (a email of this user). This "customerID" is not in database as "customer user"? why? In our case we can not predict who wrote a letter to us, how we can fill the "customer users" database ? Mike _______________________________________________ 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/
participants (4)
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Maurice James Ny -
Michael Mansour -
Mike Lykov -
Nils Breunese (Lemonbit)