Paul, try installing ITSM package. I have link action when I zoom a ticket. I use ITSM. I generally dislike an idea to have 2 tickets for 1 issue. Maybe it's worth considering external notes vs. internal notes if you want to control which information to disclose to customers?
2008/11/10 Paul Dale <[EMAIL PROTECTED]> > It seems to me that one could give "watcher" power to the customer and > then automatically subscribe them to the ticket automatically. But the > more I think about it the more I think that maybe there should just be > two tickets, one internal and one external. > > What about linking tickets? I'm not finding where to turn that on ... > > 2008/11/10 Anton Gubar'kov <[EMAIL PROTECTED]>: > > Hello, Paul. > > My impression is you mixing all up. I did mix it up too in my very > > beginning. > > > > There is access control for customers. They can see own tickets only in > > queues they have access to via group memberships only. > > > > If you move a customer ticket to a queue, which has a group the customer > is > > not memer of, the customer will not see the ticket. > > > > I couldn't figure out how to expose ticket links to the customer. :-( I > > couldn't expose SLA timers (I use OTRS::ITSM) to the customer either. > > > > Regards, > > Anton. > > > > 2008/11/10 Paul Dale <[EMAIL PROTECTED]> > >> > >> I could swear that there was a way to have linked tickets in OTRS, but > >> I'm not finding it at the moment. > >> > >> Is there one, or am I just mixing it up with something else ...? > >> > >> Also, when one is using the customer front end. Is there a way to make > >> it so that a customer sees all tickets that have their customer id on > >> them, whichever queue they are in? > >> > >> The problem I am having is that if a ticket comes into the customer > >> queue and I reassign it to another group then the customer can't see > >> it any more. > >> > >> thanks :) > >> > >> paul > >> _______________________________________________ > >> 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 > > > > > > _______________________________________________ > > 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 > > > _______________________________________________ > 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 >
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