On Fri, Jan 03, 2003 at 05:57:29PM +0000, Phil Davis wrote: > >Gene Parks is right that I want to run everything from e-mail, whilst > >taking advantage of the Web backend as a history/repository/analysis > >resource. > > Last year I asked an almost identical question but was persauded to try > and use the OTRS web interface for a while. > > Well, after a month or so almost all our agents were using the web > interface and the system is working well. > > One thing we do is to add a psuedo user to the OTRS system who has > notification on new tickets (on incomming queues only) set to true. This > user is actually a mailing list. > > This means when a ticket comes in, everyone subscribed to the mailing > list gets the "new ticket notification" which includes a bit of the > original email and a hyperlink to the zoomed ticket. Also anyone can > reply to the mailing list post and it will be auto threaded onto the > ticket since it now has the ticket number in the subject line (any such > replies go to the ticket owner, not the customer).
I think Phil's solution is a good way. :) Nick, anyway if you want to write an agent-email-interface feel free to do so (you will find help on dev at otrs.org). > Phil Davis > IT Action Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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
