I think this is quite simple.
All you have to do is create ticket in OTRS and forward it to the
outside company. They will create there own ticket but everytime they
replay the response will go to a proper ticket as a fallowup (as long as
the subject has the Ticket#...)
That way few techicians can track the replays from outside.
Hope it helps
Adam
Mohamed-Amine Kadimi pisze:
Hi all,
We are already using OTRS to handle our clients requests.
We occasionnaly have to contact our providers support services and they open
tickets for us using their ticket tracking systems. What we need is to be able
to handle tickets by more than one technician of our company and also we need
to have traceability and statistics. AFAIK OTRS is only intented to handle
client requests, would it be possible to use it in the other sense to handle
request we send to our providers? otherwise what solution would you advise?
Many thanks
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