Hello Daniel :-)
If its okay, I will answer between the quotet parts.
Am Sonntag, 27. Juli 2003 10:33 schrieb Daniel Seifert:
> 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.
Good choice.
> * 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.
I think using the search form to get access to closed or individual tickets is
a very efficient way and its IMHO the only one.
> * 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
Sure.
> * 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.
Isn't it the same way, SuSE Linux AG (e.g.) does? I would prefer this option
too; or better: a point of choice where you can set the method you want. Dry
anyway: you are right. It would make life much more better.
> * The feature list mentions the possibility of different
> frontends. The console and web frontend are included, are there
> any other frontends (like X11)?
I don't think so.
> * 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?
You could. Just edit the needed files. :-)
> * I did not find in the manual what the "Split/Divide" ("Teilen")
> action (for example displayed in the zoom view) is supposed to
> do.
The "Split/Divide" possibility helps you to share several tickets with
different operators. Just give it a try an you will find out.
> 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?
Regards,
- Dan
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