Can an agent turn a ticket or email into an 'order' ?

[setecastronomy]

I'm completely new to help desk systems and I'm evaluating OTRS.
As all beginners I have lots of questions and most of them are very low level, but considering the name of the room (Help) I should be in the right place.

First of all can I remove the OTRS logo without any copyright infringement ?

I played a bit with the on-line demo and from the menu I can select "New process ticket". I can then perform a 'book
ordering' which essentially is a normal ticket plus some dedicated (dynamic ?) fields.

I bet I can add 'pizza ordering' and 'car ordering' each one with its own additional fields, can't I ?

Anyway my final goal is a bit more complex: the agent receive an email from customer, read it and decide himself if it is a book, pizza or car ordering.
So the starting point is an email and it is to the agent to create the right ticket (order ?) on behalf of the customer.
Is it easy to achieve this work-flow ? Can you give some hints ?

Besides I have a problem with ticket states: the agent can ask the customer addition information and wait for them.
Every action on the customer request will be suspended till he provides the needed data. Cannot find any appropriate
state for this circumstance. Any suggestions ?

Thanks
Filippo

[crythias]

First of all can I remove the OTRS logo without any copyright infringement ?

Yes, but you still have to abide by the license

[Giulio Soleni]

Ciao,

I bet I can add 'pizza ordering' and 'car ordering' each one with its own additional fields, can't I ?

...if you need a pizza or a new car, why not ... I suggest you to define separate processes as well as separate queues/dyn-fields/ACLs and so on as it is specified in the admin manual.

Anyway my final goal is a bit more complex: the agent receive an email from customer, read it and decide himself if it is a book, pizza or car ordering.
So the starting point is an email and it is to the agent to create the right ticket (order ?) on behalf of the customer.
Is it easy to achieve this work-flow ? Can you give some hints ?

From 3.3.5 version (maybe 3.3.1 ... I am not sure) of OTRS, process tickets can be triggered directly by customer users from the Customer console, while they could have been opened by agents since the process tickets feature has been introduced.
So... if you'd rather an agent to create a process ticket on behalf of the customer you can do it for sure.
I suggest you to ask your customers to send their emails to a specific address e.g. support@yourcompany.com and let OTRS record all these incoming emails and store them as ordinary tickets. Support agents will then reply to these tickets and will trigger the required processes... you may also link the ordinary tickets opened via mail by customers to the process tickets opened by agents if you want.

You may also use Changes to achieve your goal ... customers will create their tickets as request for change type (you may set this as default type if you please, so that every new ticket created from email will be a RfC. Agents that will take care to reply to customers' tickets will then create a correlated change with the specific workorders.

Besides I have a problem with ticket states: the agent can ask the customer addition information and wait for them.
Every action on the customer request will be suspended till he provides the needed data. Cannot find any appropriate
state for this circumstance. Any suggestions ?

I have defined a couple of custom open states named "customer is waiting" and "support is waiting" for this specific purpose.
With some simple SysConfig configuration you can set "customer is waiting" as the default next state after any followup of your customers, and "support is waiting" as the default next state after any followup of agents.
Mind however that there is no way to stop escalation timeouts if you set any (unless you buy a specific OTRS addon).

If you need more specific help, please split your request in different topics and ... se sei Italiano magari prova a domandare anche nei canali Italiani del forum

bye