Salu', in questu meu dupa un sistem de helpdesk care sa se incadreze in niste cerinte date, pana acu otrs se apropie de ce am eu nevoie (aproape 100%). numai ca, am niste dude cu el, si daca-l mai foloseste cineva, as aprecia niste input: de ce simte Ticket Managerul din OTRS sa redeschide ticketele inchise ? Adica un operator de suport, decide la un moment dat ca un ticket trebuie sa fie inchis, ii da acolo solve si gata, e inchis; numai ca dupa aproximativ ~ 10-15min, ticketul este redeschis automat de "Admin OTRS" care in afara de asta ii spameaza si pe toti aia care au treaba cu ticketul si practica a dovedit ca nu toti clientii apreciaza acest lucru.
Un excerpt dintr-un mail dat de OTRS arata ceva in genul: " Hi $USERNAME, you got a follow up! Support <[EMAIL PROTECTED]> wrote: <snip> > *** THIS IS JUST A NOTE *** > > The state of your ticket "2006071410000011" has been changed by "Admin > OTRS" to "open". > > http://*****/customer.pl?Action=CustomerZoom&Ti > cketID=49 > > Your OTRS Notification Master > > *** THIS IS JUST A NOTE *** <snip> http://******/index.pl?Action=AgentZoom&TicketID=49 Your OTRS Notification Master " are careva o idee de ce face dume din astea ? danke, sin _______________________________________________ RLUG mailing list [email protected] http://lists.lug.ro/mailman/listinfo/rlug
