(further, the manufacturer would be the customer of the split ticket?) On Tue, Jan 25, 2011 at 4:18 PM, Gerald Young <[email protected]> wrote:
> 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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