Hi Cory, [EMAIL PROTECTED] schrieb: > Good morning Alex, > > Thanks for your quick response. My comments are below. > >>> How do I show that the customer emailed an address other than the >>> otrs pop3 [EMAIL PROTECTED] address? That is, if the customer >>> emails a tech >>directly? >> >> I don't undertstand that question. Please be more precise. > > I've configured otrs to poll [EMAIL PROTECTED] for incoming mail. > Unfortunately, not all of my customers send support requests to this > address -- some send them to [EMAIL PROTECTED] (because John Doe has > been particularly helpful in the past) and some customers physically > stop my support personnel in the hallway and ask them for help. > > I suppose what I'm asking for is the addition of the following > communication types: > > email (inbound and outbound) > telephone (inbound and outbound) > fax (inbound and outbound) > face-to-face (inbound and outbound) > instant message (inbound and outbound) > etc. > > (I suppose there's no reason that these shouldn't be user-configurable.)
In todays OTRS, you can add this communication types as article-types directly within the "article_type"-DB-table. Then, within Sysconfig, you have to configure e.g. in Ticket->AgentTicketNote which article-types shall be available for notes. But this is only a workaround because you cannot differ between inbound and outbound. The behaviour of OTRS is (you have to watch the article_sender_type used for the articles): * Inbound + new phone tickets * Outbound + new mail-tickets + phone calls on existing tickets + notes + mail-compose on existing tickets > > If the developers slightly modify the interface this would probably be > simple easy to implement. If instead of having 'Phone-Ticket' and > 'Email-Ticket' buttons they had 'Inbound Contact' and 'Outbound Contact' > then the user would be able to specify the communication type on the > following screen. I'm absolutely with you. I addressed this kind of suggestion to OTRS GmbH. > > Thanks for your time, > > Cory Bye, Alex _______________________________________________ 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/
