Hi Diego, On Fri, Dec 13, 2002 at 11:49:42AM -0300, Diego Fernandez wrote:
> In the page "Compose answer for ticket:" > > I want to know in which cases do you use the options "yes" and "no" here: > "Is the ticket answered" (Yes/No) Use "Yes" if the ticket is answered with your composed answer. If the ticket is still open it will not escalate. Use "No" if your composed answer is just a info to the customer (e. g. need more time). Ticket will escalate if the ticket is not answered. > and in which cases do yo use the options "Successful Closed" and > "Unsuccessful Closed" here: "Next Ticket State" Use "Successful Closed" if the ticket/problem is solved. -=> So you can create better statistics... > Thanks. > Diego Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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
