I don't want to use email at all, aside from maybe ticket status notification. My agents should just click on a "new ticket" button, and open a new ticket. Customers aren't involved with this at all, this is purely for internal tracking.
My point is that there doesn't appear to be a way for the Agent to directly open a new ticket from within the agent interface, the current work around is that the Agent logs in to the Customer interface to open the ticket, then switches back to the Agent interface to work the ticket. This (obviously) not efficient. On Thu, 2005-02-03 at 09:48, Peter van Beugen wrote: > Yes, (of course) you can! > You don't need the "Customer" option at all (I don't use it....) > My "customer" just send an e-mail to OTRS (= e-mail address which OTRS POPs) > OTRS creates a ticket (and sends an auto-reply if you want) > My agents handle the tickets (and can also create a new ticket with the "New > Ticket" option) > > So you only have to create User accounts for the agents that are responding > to tickets (and is very easy to use for internal ticketing). > > Peter > > -----Oorspronkelijk bericht----- > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nick Bright > Verzonden: donderdag 3 februari 2005 16:43 > Aan: [email protected] > Onderwerp: [otrs] Opening a ticket with the Agent interface? > > Is it possible to open a ticket with the Agent interface (in otherwords, > not use the "Customer" user interface at all)? The way we are trying to > use this is for internal ticketing, with eventual escalation to other > agents. > > There's an option when creating new users for the screen to go to after > creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so > it seems like it's possible for new tickets to be created by the agents > - I just sure don't see where. -- - Nick Bright Terraworld, Inc http://home.terraworld.net | 888-332-1616 _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/
