My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option.
(hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn <[email protected]> wrote: > ** > I have same idea with Philippe. > > Phone ticket sould be just a source of ticket. > No matter any difference of source, ticket should be same. > > Regards, > > 2011-06-10 > ------------------------------ > martin liu > http://martinliu.cn > ------------------------------ > 发件人: "Martignier, Philippe" <[email protected]> > 发送时间: 2011-06-10 16:37 > 主 题: [otrs] why is the split function always giving a phone ticket > 收件人: "[email protected]" <[email protected]> > > > Hi there,**** > > ** ** > > Still under 2.4.8 I have a question. Why is the split function always > giving a phone ticket ?**** > > ** ** > > If the ticket is created by an incoming email, it should keep the same type > of ticket … because then when you do stats about tickets type you wont get > reality …**** > > ** ** > > Any response welcome**** > > ** ** > > Cheers,**** > > ** ** > > Philippe**** > > ** ** > > Philippe Martignier**** > > Communications Division**** > > Customer Service Center**** > > Email : [email protected]**** > > Phone : 00 41 022 338 72 36**** > > Building : NC **** > > Office : 3, 316**** > > ** ** > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > 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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