Dear Nils, Right, that was my first post on this thread. I thought that when you referred to "out of the box" you meant without configuration/creating a Notification Event. I just was checking in case I missed something. Always looking to learn something new. Thanks! :)
Kind regards, Gerald On Sat, Dec 25, 2010 at 7:17 PM, Nils Leideck <[email protected]>wrote: > Dear Gerald, > > you can use the event based notification mechanism to trigger sending an > email to the customer on ticket closure. > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > > On 24.12.2010, at 17:19, Gerald Young wrote: > > Nils: Really? Out of the box? I thought unless you Compose Answer/Reply > with close, there wouldn't be a notification with to the customer of closed > ticket. (see the disclaimer on the Wiki) > > On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck <[email protected]>wrote: > >> Dear Kevin, >> >> Simply answered: yes , yes and yes ;-) >> >> 1. Out of the box >> 2. done on organizational level limited actions per frontend to archive >> your idea >> 3. same as 2. >> >> Contact [email protected] for getting a complete list of conceptional design >> workshops content. >> >> Merry Christmas! >> >> Nils >> >> — >> Nils Leideck >> Senior Consultant >> >> http://webint.cryptonode.de / a Fractal project >> >> On 23.12.2010, at 20:10, [email protected] wrote: >> >> 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 >> >> >> ************************** CONFIDENTIALITY NOTE ************************** >> This message contains information which may be privileged or confidential >> , or exempt from disclosure under applicable law. If the reader of this >> message is not the intended recipient, or the employee or agent responsible >> for delivering the message to the intended recipient, you are hereby >> NOTIFIED that any dissemination, distribution, retention, archiving, or >> copying of this communication is strictly prohibited. If you have received >> this e-mail in error, please notify us immediately by calling our office at >> (905) 856-0200 or by return e-mail to the Sender of this e-mail. >> ************************** CONFIDENTIALITY NOTE ************************** >> --------------------------------------------------------------------- >> >> 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 >> >> >> >> --------------------------------------------------------------------- >> 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 >> > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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