Nils: Really? Out of the box? I thought unless you Compose Answer/Reply with close, there wouldn't be a notification with to the customer of closed ticket. (see the disclaimer on the Wiki)
On Fri, Dec 24, 2010 at 8:53 AM, Nils Leideck <nils.leid...@leidex.net>wrote: > Dear Kevin, > > Simply answered: yes , yes and yes ;-) > > 1. Out of the box > 2. done on organizational level limited actions per frontend to archive > your idea > 3. same as 2. > > Contact en...@otrs.com for getting a complete list of conceptional design > workshops content. > > Merry Christmas! > > Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > > On 23.12.2010, at 20:10, 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 > > > > --------------------------------------------------------------------- > 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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