Hi,
it's important for me to distinguish whether a phone call was
initialized by an agent or a customer.
That's not possible at the moment, neither at ticket-creation nor at
later phone-calls.
I noticed that the current behavior of OTRS is that new phone tickets
are stored within the article-table with sender_type_id = 3 = customer,
later phone calls are stored as sender_type_id = 1 = agent.
The possibility to give OTRS the information who started the call would
be appreciated.
Another "problem" is that phone-calls and mail-replies are always shown
in the customer-webgui. At least a drop-down-selection within the
phone-mask would be helpful to decide whether the call is displayed for
the customer (external call) or not (internal call) - similar with notes
where this feature is already implemented.
And another good feature: the possibility to change article-types (e.g.
int/ext) after creation, for the case of having created an article with
the wrong int/ext-information. This is already prepared within the
DB-schema (change_by, change_time).
Here I also want to mention a problem.
A ticket cannot be solved by our team, so we do an forward e.g. to the
external SW-developer. That forward contains sensible information which
should be read by the customer, so that forward in of type "internal".
The problem is that the incoming reply is of type "external" and so can
be read by the customer? So I suggest that all follow-ups -not- coming
from the original customer mail address should be of type "internal".
The above mentioned fature of later changing the type would be helpful
here if I explicitly want the customer to be able to read the follow-up.
But over all thanks for that really great tool!
I hope I can convince my chief to buy a support package at otrs.de
* to get even better support
* to support -you- for your great work
Bye, Alex
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