Hi OTRS Gurus ;-) I am managing a small team (7 people) of security engineers. We are part of a big company, who is now pushing everyone to use Siebel as a central CRM *AND* ticketing system.
For us, Siebel is a real pain in the neck to work with, mainly because ticketing is just an add-on, and it's definitely not the best one... We are used to exchange a lot of information with customers (firewalls configuration, full routing tables...), and Siebel cannot get that much information in a ticket. When a customer opens a new Service Request, we get an e-mail saying 'New SR: 1-ABCDE'. 'ABCDE' can be any alphanumeric character. What I would like to accomplish is to have OTRS get this e-mail, and actually open a NEW ticket, with a number of '1-ABCDE'. This means that I first need a new Ticket Numbering module to accomodate this strange Siebel numbering, and then I need a way to *force* the ticket number of a new ticket received by mail. I have two questions: 1) Do you see this as feasible ? 2) How to choose the ticket number of a new ticket opened in OTRS ? (ie, not coming as a Siebel e-mail) To answer question 2, I don't see any other solution that having *two* numbering modules... A regular OTRS one to open new tickets, and a *special* one to accomodate incoming Siebel Service Requests. Any chance to get this working ? Thx a lot for your precious help (let's get rid of Siebel together...) BR, - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
