RE: [otrs] Opening closed tickets
Yes I could have searched the mail archive, I apologize. However contacting sales for these questions is not feasible. The documentation does not cover all the questions that I had unless I missed it. I didn't see anything that goes over how the ticketing system works and how it integrates with the OTRS interface. As you can see someone has already asked the same exact question as I have. Personally I think it's a bit complicated to just get familiar with it. I have tried and I am confused on how things work. Maybe some of these archives could be put into a common FAQ? Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, February 09, 2006 2:05 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets
Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this?
Sorry Lee, you posted many trivial questions to the mailing list that could have been answered by yourself with * reading the documentation * making yourself familiar with OTRS * searching the mail archive * and last but not least, contact sales@otrs.de if you need fast and adequate help Please don't post trivial questions. Thanks, Alex
Lee Connell Network Engineer
15 Main St. Suite 10 Littleton, NH 03561 603-444-3937
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:20 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets
Where is "re-open"? I have searched and found the closed ticket. The state says closed, how do I state it as open?
Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open.
Hope that helps!
Lee Connell Network Engineer
*************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell@ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
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Hi Lee,
I didn't see anything that goes over how the ticketing system works and how it integrates with the OTRS interface.
As you can see someone has already asked the same exact question as I have. Personally I think it's a bit complicated to just get familiar with it. I have tried and I am confused on how things work.
Of course, you're right. But it's not a good way to post many small quick-written questions. Instead, you should have asked with more, let's say "concept" or background. The incoming replies would have give you the opportunity to answer your quick-questions by yourself.
Maybe some of these archives could be put into a common FAQ?
Your welcome to publish your achievements.
Thanks,
Lee Connell Network Engineer
15 Main St. Suite 10 Littleton, NH 03561 603-444-3937
Bye, Alex
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, February 09, 2006 2:05 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets
Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this?
Sorry Lee,
you posted many trivial questions to the mailing list that could have been answered by yourself with * reading the documentation * making yourself familiar with OTRS * searching the mail archive * and last but not least, contact sales@otrs.de if you need fast and adequate help
Please don't post trivial questions.
Thanks, Alex
Lee Connell Network Engineer
15 Main St. Suite 10 Littleton, NH 03561 603-444-3937
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:20 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets
Where is "re-open"? I have searched and found the closed ticket. The state says closed, how do I state it as open? Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open.
Hope that helps!
Lee Connell Network Engineer
* Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell@ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
_______________________________________________ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/
participants (2)
-
Alexander Scholler -
Lee A. Connell