Yes. If you have 2 or more tickets from the same user about the same
subject, it's best (at least reporting wise) to merge the 2 tickets
into one.
We handle support via email and phone. Sometimes, a user will email in
his/her problem. Maybe it's really urgent and we don't respond in time,
so the user calls. The agent on the phone doesn't see the email ticket
when he opens up a new ticket for the problem. When someone goes to
answer the email ticket, they see that same user already has another
ticket (that came in via phone) about the same thing. We merge the 2
tickets together so there is only one instance of that user with that
problem.
-Jeff
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Tuesday, November 15, 2005 3:07 AM
To: [email protected]
Subject: [otrs] Merge Function
I was hoping, as was another poster in this list, that someone could
explain what the merge function does, and how to use it. I would
greatly appreciate all help in this area, and would like to know if
anyone has written any how-to's on OTRS.
Vielen Dank,
Shawn Beasley
Support - IT
Cargo Future Communications GmbH
Geb. 1335
55483 Hahn-Flughafen
Tel. +49 6543 983 113
Fax +49 6543 983 119
Mobil: +49 151 12 12 8934
Email: [EMAIL PROTECTED]
Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>
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