Alexander,
all these features are in place:
1) You can set a ticket to state 'pending' and can set a date until when it is
pending. Once the date is reached a notification email can be sent out.
2) You can attach internal notes on tickets which only the agants can see, not
the customers.
3) There is an FAQ/knowledgebase module which is part of OTRS. Also you can do
fulltext search over all your tickets.
Cheers,
Axel Christ
CrossConsense Ltd. & Co. KG
Date: Mon, 21 Dec 2009 14:39:50 -0700
From: alexan...@nautae.eti.br
Subject: [otrs] Doubt about some features
To: otrs@otrs.org
Message-ID: <20091221143950.52536fjf5oseu...@www.nautae.eti.br>
Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes";
format="flowed"
Hi.
Excuse my English.
I'm looking for some ticket features and I don't know if OTRS has some
of that.
1. future tickets, I mean, an ticket that you know only can be solved
in a certain future and probably will be another guy who will treat
that. So, the ticket has to be scheduled in some way.
2. a place where the tech people could put comments about the ticket
(like a blog, regarding the ticket), in other words, I have a ticket
and I've tried X actions that was useless, so the tech guy should be
write down all he tried, so that way a level 2 tech can know
everything that was happened and at what time.
3. an descriptive area pointed to an specific Configuration Item, I
mean, if there's something wrong with a server, it would a good idea
track all the problems that already happened with that server and all
comments that tech people have done.
So, I know I can search and read all the OTRS features trying to find
those two or three, but I wasn't found anything more directly.
Thanks for any help and sorry if it's too stupid questions.
[]s
Alexander
Brazil
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