First time user/installer - workflow question

[JSoliton]

Hi,
I'm after a helpdesk/ticket application for internal use only.
I've taken a look around at the opensource stuff and OTRS appears to be by far and away the most polished/functional app out there. I've downloaded it and had a little play around, however, I think perhaps OTRS is a bit too advanced for our requirements. I thought i'd start a post here to see if anyone can offer any advice on configuration.

As I say, we need something for internal use only. Therefore, the adding of a support call (and allocation of a ticket) would be carried out by our staff [Agent]. There is no need for our customer to have visibility of the open ticket - its just required as a mechanism to store and allocate internally.

Is this possible with OTRS? Or am I best scrapping OTRS and looking for a more basic helpdesk applicaiton??

Any advice is much appreciated.

Thanks

[earwax]

That's what we do at my workplace. We mainly use OTRS internally to keep track of user issues and our internal projects. You don't have to allow your "customers" into OTRS to view tickets.

[JSoliton]

Thats encouraging to hear - I've investigated a couple of other opensource applications and keep on coming back to OTRS.
Could I ask how your system is configured (bit of an open question there...) For example, and to keep it basic, how do you have it configured so you can log a call from a specific customer at a specific company?
I've added some customer and company data, however, I can't see how to link customers to companys?

[crythias]

CustomerID is the link. Check the howtos (here) for info.

[earwax]

Thats encouraging to hear - I've investigated a couple of other opensource applications and keep on coming back to OTRS.
Could I ask how your system is configured (bit of an open question there...) For example, and to keep it basic, how do you have it configured so you can log a call from a specific customer at a specific company?
I've added some customer and company data, however, I can't see how to link customers to companys?

Our system is configured on Ubuntu Linux 10.04 in a virtual machine on a VMware vSphere server. I am using the most recent OTRS 3.0.9 source files. The MySQL DB is also running on the same machine.

In OTRS you can create a "phone ticket" and associate that ticket with an existing customer by their email address or CustomerID. OTRS 3.0.9 uses some fancy, schmancy AJAX so as you type, the customer ID will automagically show up. If it doesn't exist then you can just create a new customer for that new ticket. As Crythias mentioned, you can link customers by company by setting the CustomerID the same. For example:

CUSTOMER => CustomerID
--------------------------------
JoeBlow @example.com=> Example_Co
JaneBlow@example.com => Example_Co
ShawnDead@example.com => Example_Co

That's all there is to it!