> From: Daniel Balan <[EMAIL PROTECTED]> > Organization: DSD > Reply-To: "User questions and discussions about OTRS.org" <[email protected]> > Date: Thu, 21 Jul 2005 15:27:19 +0300 > To: "User questions and discussions about OTRS.org" <[email protected]> > Subject: Re: [otrs] feature request for 2.0.0 > > Hello Mark, > > Can you explain a little beat why do you need this feature? > I do agree with it and I also need it.
I use "[EMAIL PROTECTED]" for direct requests to the support system. Many clients send requests directly to my direct email address which would be better handled either by junior technicians, or should be a work-order. It would be nice to simply click on "Turn this into a ticket" to make a ticket directly from the email message. > More over I think the OTRS 2 needs a better escalation system. > Lets take the scenario: there are two assistance departments, "first support > line" and "experts". There are situations when the first line should escalate > the ticket to the experts and there will be a discussion between these two > departments, mean while the communication with customer continues. > > One way to escalate is to change the queue, but that way you can not > differentiate the "first line - experts" discussion. I agree here, too. > Mark> I realize we are quite close to the actual release of 2.0. > > Mark> I have been running 2.0 beta for a couple of weeks now, and the > improvements > Mark> are great! > > Mark> However, I have one minor feature request -- although it may turn out > NOT to > Mark> be all that minor. > > Mark> We use a single email address for sending requests into the system > Mark> ([EMAIL PROTECTED]). Of course, each tech has their own (personal) > Mark> email account, which is the account set up in the webmail interface for > Mark> OTRS. > > Mark> How about a way to, from the webmail interface of OTRS, forward a > request > Mark> into the system as a new ticket, using the original sender's email > address > Mark> for the ticket-information? > Mark> -- > Mark> Mark J. Nernberg > Mark> Director of Technology > Mark> Downtown Help Desk > Mark> (412)478-6262 (cell) > Mark> (412)232-0710 (fax) > Mark> http://www.downtownhelpdesk.com > > > > Mark> _______________________________________________ > Mark> OTRS mailing list: otrs - Webpage: http://otrs.org/ > Mark> Archive: http://lists.otrs.org/pipermail/otrs > Mark> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Mark> Support oder Consulting für Ihr OTRS System? > =>> http://www.otrs.de/ > > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.com/ > > _______________________________________________ > 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 für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/
