Hi there,
a few questions on how to introduce new (or use existing) OTRS features
most effectively:
I would like to introduce some new attributes to tickets.
Like (in addition to priority) a classification ("small
problem"/"project"/ ...) etc.
One idea would be to use free fields for that. How to introduce them in
the customer interface?
Is it planned (or possible) to introduce the calendar as some kind of
bulletin board into the customer interface?
Like that we could f.e. schedule maintenance for 2PM tomorrow and it
would show up in the customer panel, just like in the admin panel at the
top.
If I get a notification because I am the agent assigned to a ticket, can
I reply to the ticket via email?
I tried responding to the notification, the ticket however only got a
new message from me and thought I was an external customer.
Is that only possible by setting an X-OTRS-... email header?
If I search for the customer "*" in customer user management in the
administration area, lots of customers get displayed but not all of
them. I don't see why some get displayed and others not. I have a
database with about 1000 users, of which only 200 get displayed in the
wildcard search.
Anyway, what does the customer search look for. Sometimes it matches the
(beginning of the) email address, sometimes also a first name...!?
Last but not least, how can I put 2 tickets together, in case a new
ticket was created for some reason where an additional message to an
existing ticket would've been enough.
Regards,
~jm
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