Our company is a distributor of products from multiple vendors.
We do not solve problems just with our customers (our partners and end-customers) but sometimes we have to open a ticket with a vendor. In such cases it would be great to be able to open three party communication in a ticket:
CUSTOMER (OTRS customer 1) --- US (OTRS agent) --- VENDOR (OTRS customer 2)
We are in the middle handing the communication over between the customer and the vendor.
- Is this possible in OTRS within a single ticket?
- Can the messages of the ticket be filtered/color highlighted to show/highlight just one side of the communication customer-us / us-vendor?
- Is it possible to use two different ticket numbers in the ticket for the two sides of the communication? (one generated by OTRS, the other from the vendor)
- If this is not possible within a single ticket is it possible with two linked tickets?
- Is it possible to list articles from the two linked tickets in a single list to get the complete chronological communication?
Any other ideas how to solve the problem of the three communicating parties?
Three communicating parties of a ticket: customer-us-vendor
Moderator: crythias
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crythias
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Re: Three communicating parties of a ticket: customer-us-ven
No, but you can split tickets and link tickets in a peer or master/slave or parent/child relationshippabouk wrote:Is this possible in OTRS within a single ticket?
not directly, but it may be possible with a SQL query.pabouk wrote:Is it possible to list articles from the two linked tickets in a single list to get the complete chronological communication?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Three communicating parties of a ticket: customer-us-ven
Crythias, thank you for the information. I will start experimenting with possibilities of linked tickets. I am not decided yet if Master/Slave would be suitable here. I will test it.
In the release notes of OTR version 3.3 I have noticed that there should be a support for external ticket numbers:
In the release notes of OTR version 3.3 I have noticed that there should be a support for external ticket numbers:
I hope I will be able to establish two-way communication with our vendors indentified by their ticket numbers.OTRS is now able correctly assign incoming emails to existing tickets based on ticket numbers from external systems.