Hi Volker, On Wed, Oct 23, 2002 at 02:26:53PM +0200, Volker Vo?k?mper wrote: > First my congratulations to the progammers of this tool.
Thanks! > I'm happy that I can use it now! Fine! :) > OTRS is nice for managing incomming e-mails but support is often done via > telephone. > For telephone support the most important thing (at least for me) is managing > contacts. > > So I miss the following features: > > - Forms for managing customers and their contact persons (two tables) > - field for foraign system customerID for referencing with > billingsystem > > - In PhoneView: > - search for contact name and automatic fill for the fields e-mail and > customer ID > - optional new ticket with only a name (if contact has no e-mail - > yes, this ist real) > - Quick insert of new customer and contact if name is not found > > - Filter for open (and closed) )tickets by customerID, Name or contact name > (for fast editing an existing call when contact person did not know his > ticket#) > > - on incomming mail automatical fill contact name and customerID if e-mail > address match with contact in contact table > > - change of the From field on existing ticket if ticket is generated via > PhoneView (to correct errors) > > - flag for billing in each step of a ticket (you can't make an invoice for > all things you do) > > - separat statistics for work and possible billing grouped by customer and > contact with list of ticket# > > - view cusomer name in queue view I see this points. OTRS (currently) is developed to put an existing customer database on it. Yes, a modular contract frontend/backend would be important. Is it possible for you, to help by the contract frontend/backend? > Generally I miss: > > - send answers with attachment This is done by the next Beta (0.5 Beta8). :) > Volker Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider _______________________________________________ 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
