Hi, On Feb 3, 2010, at 18:55 , Hirantha Wijaywardena wrote:
> I am very new to OTRS but running the system successfully. Sorry if this > question answered but I couldn't find anything; my bad. > How do you then deal with level 1 issues? > I would like to generate/create the ticket once agent's first response > to the inquiry. The reason because, our supporting levels are 2 & 3. We > do not need to answer and create a ticket for every inquiry emailed by > the customer to our support email address, unless it is genuine level 2 > or level 3 issue. Right now every incoming mails to the support email > will create a ticket. Sometimes customers are Cc: to the support email > (which are not issue related) and it will generate tickets. > > Would it be possible to get this done? Please advice. I'm still not quite sure what you want to do. I recommend letting things run as as they are, and if the issue is a level 2 issue, you can move the ticket to the level 2 queue and generate then a response with a ticket number to your customer. Until that point, your customer does not have to know that a ticket was even created. You can even close the tickets upon arrival, and only open them if they are generally level 2 or above. But again, this leaves me asking what do you do with level 1 tickets. ///Shawn --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
