Hi
there,
I am in the process
of implementing OTRS for our Customer Service Groups.
Despite my searches,
I am still not able to do the following (at least without changing the
code..)
- When I move
ticket to a queue, I would like the state to be change to "new". I changed the
Ticket::DefaultNextMoveStateType:
to New only but the state stays to what it previously was ("open" most of the
time). Can someone help me here? FYI, I am using the ChangeQueue dropdown
box from the TicketZoom view.
- Also many times I
have to split an order between 2 groups (=2 queues). is there any way to
automatically link the 2 tickets ?
- Last
thing, I would like the customer to know when someone started working on a
ticket (Trought the web interface). Is there a way to change the state from
new to open without sending an EMail?
Thanks in advance
for your Help.
NICOLAS
KARLINSKI
Operation
Manager
ARKADIN
GLOBAL AUDIO
& DATA CONFERENCING
One
New York,
Tel:
646-495-7608
Fax:
212-594-1910
Web: www.arkadin.com
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