On Oct 30, 2007, at 12:29 AM, Richard Hinkamp - BeSite wrote:
Unless you don't care about metrics but instead convenience of
answering the customer.
OTRS makes everything inconvenient, as far as I can tell.
Why use OTRS then?
Not my choice. And snippy answers like this don't help.
--
Jo R
On Oct 30, 2007, at 8:31 AM, Andy Lubel wrote:
How many agents, just you? How many customers? You simply may not
have
enough of either to justify using a HelpDesk system such as OTRS,
which is
geared towards SMB to enterprise customers.
No, a dozens or so of us and hundreds of customers.
gt;> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
>> Behalf Of
>> Richard Hinkamp - BeSite
>> Sent: Friday, October 26, 2007 5:06 AM
>> To: User questions and discussions about OTRS.org
>> Subject: Re: [otrs] Remove lock option from tickets
>>
&
Unless you don't care about metrics but instead convenience of answering
the customer.
OTRS makes everything inconvenient, as far as I can tell.
Why use OTRS then?
Richard
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists
26, 2007 5:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at
the
same time and giving different answers to t
TECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Hinkamp - BeSite
Sent: Friday, October 26, 2007 5:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for
preventing double answe
eSite" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org"
Sent: Friday, October 26, 2007 11:06 AM
Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for preventing
double answers etc (2 people ha
Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at the
same time and giving different answers to the customer for example :S).
What you problably want is an auto unlock after an answer. What you can
do is setting th
o disable the lockstate all
together?
Thanks in advance,
Mikhail
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Gabriele D'Andrea
Sent: woensdag 24 oktober 2007 12:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock o
al Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Gabriele D'Andrea
Sent: woensdag 24 oktober 2007 12:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets
Maybe you are making confusion.
Locking a ticket means as
Maybe you are making confusion.
Locking a ticket means assigning it to a specified agent: in this way you
are sure that only one agent can work on the ticket.
This is different from ticket states: a ticket can be in state open, closed,
new, etc., regardless if it's been locked or not.
Finally, y
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