I saw a similar question, actually almost identical on the forums. Will splitting the ticket to talk to the manufacturer mitigate this issue?
On Tue, Jan 25, 2011 at 12:16 PM, <[email protected]> wrote: > Hi All, > > > > We use OTRS 2.4 windows for our support, this works very well. > > > > We are investigating if we can use the system for RMA (repairs). > > The idea is as following: > > > > a- customer fills in a webform with productnr, serialnr, complaint, etc > this is send to OTRS by the webform. > > b- we (auto) reply with an RMA number and some text + address info to send > the product to manufacturer > > c- we (auto) forward the RMA request to the manufacturer > > d- we receive an cost estimate from our manufacturer. (reply on our > request) > > e- we change/translate the text and price a little bit and forward it to > the customer > > f- customer reply's with OK or NOK > > g- we send OK / NOK to manufacturer > > h- we recieve invoice from manufacturer > > > > Therefore I have some questions: > > > > Q) Is it possible to have 2 ticketcounters in one system? > > one for support and an other for the repairs > > > > Q) is there someone else who is using otrs for such things? > > > > > > > > Thanks for all help and ideas > > > > Jurjen Verhoeff > > > > --------------------------------------------------------------------- > 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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