Gerard,
I can understand your guess, but then we are wrong with phone stats calls ...
I think they should implement a new type like "split ticket" so that we know it
is a ticket that was splitted ... but phone ticket when coming from an email
ticket doesn't make any sense ...
Any way to change that via the sysconfig?
Any help welcome,
Thanks,
Philippe
2. Re: ??: why is the split function always giving a phone
ticket (Gerald Young)
Message: 2
Date: Fri, 10 Jun 2011 10:28:56 -0400
From: Gerald Young <[email protected]>
Subject: Re: [otrs] ??: why is the split function always giving a
phone ticket
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID: <[email protected]>
Content-Type: text/plain; charset="gb2312"
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
> ------------------------------
> ???: "Martignier, Philippe" <[email protected]>
> ????: 2011-06-10 16:37
> ? ?: [otrs] why is the split function always giving a phone ticket
> ???: "[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:
>
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------------------------------
Message: 3
Date: Fri, 10 Jun 2011 16:45:24 +0200
From: Michiel Beijen <[email protected]>
Subject: Re: [otrs] errot type
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID: <[email protected]>
Content-Type: text/plain; charset=UTF-8
Hi Thierry;
You have not supplied a lot information in your mail, but a wild guess:
You are using ITSM and removed the 'default' ticket type? In that case
you should create a postmaster filter that sets the type you need.
On Fri, Jun 10, 2011 at 16:03, thierry bouillon <[email protected]> wrote:
> hi
>
>
> When i see my log, i can see "error otrs-cgi-10 need type"
>
>
> Are you a idea, i don't undestand, my otrs is ok !!!
>
>
>
> thank a lot
>
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