Dear Gerald, you can use the event based notification mechanism to trigger sending an email to the customer on ticket closure.
Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 24.12.2010, at 17:19, Gerald Young wrote: > 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 > > --------------------------------------------------------------------- > 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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