Hi Paul,
On Sun, Feb 16, 2003 at 05:11:55PM -0500, Paul wrote:
> I've recently installed OTRS and absolutely have fallen in love with it. It
> took a bit of time getting it to work across two su_exec domains, but it's
> finally operating and handling a good deal of our e-mail traffic.
Fine! ;-)
> I do have two questions though.
>
> Is it possible to create a new ticket and send an e-mail to a user without
> them e-mailing or submitting a ticket first in such a way that when they
> reply it will be added to that newly created ticket? I don't see this
> functionality. Is there something I'm missing?
I think you want an "auto reply" (with the ticket number in the subject)?
-=> new ticket is created -=> auto reply is sent to the customer (if the
customer send an follow up, it will be added to the ticket)
AdminArea -=> Auto Response <-> Queue -=> set "auto reply" for your wanted
queue.
> Also, occasionally we have more than one ticket that need to be merged. Is
> this possible?
"merge tickets" is on the todo list.
> Paul
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Noch 209 Tage bis zum Gäubodenvolksfest! ;-)
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