Hi, On Fri, Jul 12, 2002 at 12:00:02PM -0700, Gay Gilmore wrote: > I am using OpenTRS for all of our email customer support for our web site > and it is awesome, thanks to all of the developers!!!
Thanks! ;-) > 1. How are you supposed to handle Locked Tickets? Example, I get a question > from a user about someone else's recipe, so I forward the question to the > owner of the recipe. The ticket is locked and then I get a response from > the owner and can now pass the answer back to the questioner. It is great > that the ticket is locked (and out of the way) until I get a response. > > 2. But I don't understand why the New messages and Locked Tickets links are > way off on the right, separate from the regular queues. It shows you, that this are your tickets. Not viewable for the rest. > 3. I don't understand why when I'm looking Locked Tickets, they don't show > me the same list of queues at the top to further filter, e.g. I may have 10 > Customer Support ?s locked, but I also might have some tickets from another > queue locked and I want to just deal with items in a certain queue at once. That's a good point. I put this to the todo list. Filters in the "Locked Tickets"-View. > 4. I don't understand why the Locked Tickets/New Messages view is so much > different from the regular queue view. This summary view doesn't tell me > anything about the tickets, so I must zoom each one to deal with it, while > the queue view shows me the message so I can deal with it right there. The "locked tickets/new messages" is just a summary. What is the average count of your locked tickets? > 5. How are the Locked Tickets and New Messages views sorted and why? I > guess I expected them to be sorted by the age of the tickets, oldest first, > like the other queues. Ja, sorted my age. > 6. Why is it that after zooming (and closing) a ticket from the New Messages > or Locked Tickets views you are returned to the personal or other queue, > instead of the New Messages or Locked view that you were in? This is a bug. > 7. (Eventually I'm sure there will be rich reporting and stats added to > OpenTRS; given that) I'm wondering how I should set up my queues. Example, > we get several different categories of requests through our > [EMAIL PROTECTED] address. They fall into several basic categories of > problems, but it is a general address so I can't presort into queues using a > different address. Thus, if I want to track how many questions we get about > x v. y later, should I first send them to a different queue or will I be > able to get numbers on how many people got a particular response? (The > latter is easier for me, if that matters.) It would be better to sort the tickets into different queues. Each category a queue. I would try to presort the incoming requests via a webform like http://www.recipezaar.com/about/comments.zsp with an additional button, topic. So OpenTRS can do the sorting via this topic field. Maybe it's a sub-topic button useful too. You also can pre sort this kind "http://www.recipezaar.com/recipe/correction.zsp?id=33963&title=Strawberry-Coconut+Ice+Cream+Pie"; of forms. This form generates an email (I think!), add a specific format to this email and your OpenTRS can sort this emails in a specific queue (e. g. Correction). For all direct emails to [EMAIL PROTECTED] you could use a kind of pattern recognition. All emails with the word "Dessert" into the queue desserts... All the rest of the emails will come into the raw-queue. This emails have to be sorted manually. PS: I don't know something about you environment (incoming requests a day, average locked tickets, average communication emails,...). The setup depends on that. > Gay Gilmore Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
