Hi,
I'm currently evaluating OTRS for deployment in our (small) company. We
are having several persons answer the support inquiries and a system
like OTRS would definitely make life easier.
Reading the manual and parts of the user mailing list, there are still a
few questions unanswered. Thanks in advance for your help.
* How do I access closed tickets? I sent myself a test questions,
got a ticket assigned, answered it and then closed it. Now I do
not see where I can get a list of closed tickets to access
previous ones, except when I search for them.
* When a customer replies to an email without keeping the ticket
number (either by removing it or by mangling it), his response
is not properly sorted into OTRS (a new ticket is created). What
would be nice is a way to move a new ticket to an already
existing ticket. (This is suggested several times on the mailing
list archive, so I just want to say "me too" on this feature
:-))
* In reference to the previous item, I wonder whether you are
aware of another way to sort in tickets - the "in-reply-to"
header of the mail. Assuming that the mta on both sides does not
mangle the message ids, it would be possibly to extract the
messsage-id of the mail that the customer replied to. If OTRS's
outgoing mails used a message-id of
"ticketnumber+mailcount+checksum", this would provide a way to
sort customer replys with changed subjects or missing ticket
numbers.
* For references, it would be nice to be able to put references to
other tickets with similiar problems to a new ticket.
* The feature list mentions the possibility of different
frontends. The console and web frontend are included, are there
any other frontends (like X11)?
* For backup reasons I would like to keep each and every mail
going in and out in a separate folder in plain mbox format. This
is not the best solution, but better than nothing. While I can
sort incoming customer mails into appropriate folders using
procmail, it's a bit more complicated to do this with outgoing
mails. Can OTRS provide an "auto-bcc" field for outgoing mails?
* I did not find in the manual what the "Split/Divide" ("Teilen")
action (for example displayed in the zoom view) is supposed to
do.
And finally a more fundamental question (possibly more related to mysql
and not to OTRS per se): we are hosting our website at a remote location
on a non-dedicated server). While our package includes php, perl and
mysql, there are several reasons we do not want to put OTRS exclusively
on our website (security, disk space, cpu utilization and most
importantly speed and control). So we would put OTRS on our local server
behind a firewall without the possibility for our customers to access
their tickets via web. Has anybody been facing the same problem and what
would be a recommended solution?
--
Mit freundlichen Gruessen / With best regards
Daniel Seifert
79bmedia GmbH * Chausseestr. 1
10115 Berlin * Germany * Tel. +49 (0)178 8775642
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