Hi Duncan, On Thu, Aug 17, 2006 at 09:20:13PM +0100, Duncan C White wrote: >- the subject of a ticket, suppose the user has been > massively inaccurate or left it blank.
I'd change the subject if the ticket is answered, at the moment I don't
know any other possibility. But do not remove the ticket identifier,
that will result in a new ticket.
>- who the ticket is from, either replacing the originator's
> email address entirely, or perhaps adding a second person
> to the "from" or "interested" set?
Also this can basicaly done when the ticket is answered. Additionaly you
can update the customer information for a ticket with the data that are
stored in your customer table.
>- the ticket state (obviously "close" closes it, etc) but
> how for instance could I (an agent) reopen a ticket after
> closing it in error?
Activate the possibility to change the state via the note feature.
>duncan
Regards,
Christian
--
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!
signature.asc
Description: Digital signature
_______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
