Hi Guys,
maybe this could be a solution for the e-mail discussion. Tell me what
you think about it:
An agent has to use the browser interface to "get" the tickets but the
system sends the tickets to his e-mail account. There could be a
"lock ticket and send this ticket to me by e-mail" functionality. We did
have such an approach at the STTS (the trouble ticket system at SuSE).
In case an agent doesn't answer this e-mail within a period of time it
gets unlocked again automaticly.
Pro: Every agent can use his favorate e-mail client.
Con: Every agent has to use a browser and an e-mail client (two tools).
BUT, one of the key features of the OTRS is the possibility to create
standard responses and to answer these tickets very very fast. To use an
e-mail client to answer the tickets is kind of bypassing this idea.
take care
Stefan Wintermeyer
--
Stefan Wintermeyer
What am I, a doctor or a moon shuttle conductor? (McCoy)
"Star Trek"
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