Create a new ticket with "internal note"

[binerf]

Hi all,

In our OTRS configuration (3.1.11) we handle alert for customers and requests received from them.

Sometimes we need to create a new ticket from a new alert but the first note used to create the ticket doesn't have to be readable by the customer.

I'll try to be more clear with our process:
1- new alert coming from a customer's equipment;
2- ticket creation with the "raw" alert message in a queue readable by customer and CustomerID attribution in the ticket; => then customer has access to this ticket/raw alert through the customer interface.
3- if necessary, we inform customer about this alert with a pretty message and exchange with the customer;
3bis- if not necessary, we close the ticket and customer cannot access to it (no exchange between agent and customer).

I'd like to avoid the permission to read the "raw" text by the customer but if we have to contact the customer later, we use the agent interface to send an email to customer in order to inform him. So customer can access to email exchange but not to the first message used to create the ticket.

Is that possible ?

Thank you in advance for your help.

[crythias]

Anything that the customer sends should be accessible to the customer...

[binerf]

Sorry, I mis-explained.

The equipment on which an alert is detected is related to a specific customer but doesn't belong to customer.

So when our support team creates a ticket related to this problem, the alert doesn't have to be seen by the customer but, if needed, a message will be sent to customer with a specific template by another engineering team.

Process:
1 - an alert is received
2 - support team creates a ticket with a "confidential text" (customer should not access to this message)
3 - engineering team takes the ticket and inform customer if necessary with a message (and template)
4 - customer replies or is just informed

During the whole process, customer doesn't have access to the first message (meaning "raw alert")

The customer doesn't send the alert. Sorry for the confusion.

[crythias]

I *generally* understand what you're asking about, but it's not possible to do this within a single ticket (generally speaking).
However, the device that creates the raw alert can be a customer with the Master ticket, and the human who needs to be informed is another customer with a linked/Slave ticket.

or

the device that creates the raw alert is a customer and ...

engineering team takes the ticket and inform customer if necessary with a message (and template)

via "Forward" option (make sure you change the default next state from closed to open) or "Response/Reply"

[binerf]

Hi All,

Thank you Crythias for your feedback.

Today, we follow this process but, in fact, it creates 2 tickets for the same "topic", so when I create a report (statistics feature) including the number of tickets per company, the statistics doesn't match the reality: 1 ticket = 1 request (ie topic)

Where can we leave a feature request for OTRS ?