1) Yes http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed <http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed>2) ... maybe, but that might require extra work on the customer's part (close tickets from customer web front end is always available). Then you tell your agents to never close tickets. See also the forums where you can set pending autoclose successful... If you leave it to your customers to close, you may never actually close some tickets. 3) You could assign the supervisor as the customer, perhaps.
There are other answers that could be valid, as well. On Thu, Dec 23, 2010 at 2:10 PM, <kevin.co...@litens.com> wrote: > Hello All, > > I am currently evaluating OTRS help desk. We currently have a Notes based > help desk system which works very fine and it has many checks and balances. > However, it is not web based. In our current evolution as a help desk, a web > based system would be an answer to many limitations. Hoping someone can help > me with discovering the following evaluation points about OTRS: > > 1) Can I get an auto-reply configured to be sent to the customer on the > event of a ticket being closed? > > 2) Is it possible to require the customer to approve the ticket closure? > Until then, the state should be "Complete" or "Close Pending". After the > customer approves the closure, the status should be "Closed". > > 3) Is it possible to require 3rd party approval integrated into the ticket > before moving forward on a request. Example: John Doe has submitted a ticket > to have his monitor upgraded. With our current system, we would forward the > request to the customer's supervisor. The ticket would go "On Hold" until > the supervisor has approved the monitor upgrade. If the supervisor does not > approve the ticket, it can be closed by an Agent or the customer can cancel > the ticket. Can we emulate something close to this in OTRS? > > Many Thanks, > Kevin Cooze > > > ************************** CONFIDENTIALITY NOTE ************************** > This message contains information which may be privileged or confidential , > or exempt from disclosure under applicable law. If the reader of this > message is not the intended recipient, or the employee or agent responsible > for delivering the message to the intended recipient, you are hereby > NOTIFIED that any dissemination, distribution, retention, archiving, or > copying of this communication is strictly prohibited. If you have received > this e-mail in error, please notify us immediately by calling our office at > (905) 856-0200 or by return e-mail to the Sender of this e-mail. > ************************** CONFIDENTIALITY NOTE ************************** > --------------------------------------------------------------------- > 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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