Hello All,
I am currently evaluating OTRS help desk. We currently have a Notes based
help desk system which works very fine and it has many checks and
balances. However, it is not web based. In our current evolution as a help
desk, a web based system would be an answer to many limitations. Hoping
someone can help me with discovering the following evaluation points about
OTRS:
1) Can I get an auto-reply configured to be sent to the customer on the
event of a ticket being closed?
2) Is it possible to require the customer to approve the ticket closure?
Until then, the state should be "Complete" or "Close Pending". After the
customer approves the closure, the status should be "Closed".
3) Is it possible to require 3rd party approval integrated into the ticket
before moving forward on a request. Example: John Doe has submitted a
ticket to have his monitor upgraded. With our current system, we would
forward the request to the customer's supervisor. The ticket would go "On
Hold" until the supervisor has approved the monitor upgrade. If the
supervisor does not approve the ticket, it can be closed by an Agent or
the customer can cancel the ticket. Can we emulate something close to this
in OTRS?
Many Thanks,
Kevin Cooze
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