23. 05. 2022
Cloud, Service Management
In this post I would like to introduce you an interesting feature of EriZone (powered by OTRS) – named Ticket CC. Briefly, EriZone agents and customers are now able to select through the customer and agent web portals other customers with the same CustomerID as the customer of the ticket and/or agents with ‘wr’ permissions for the current queue which will be informed during the ticket information flow – notes and emails (Img. 1 – Img. 2).
Img. 1, Select CC recipients from the agent and customer “create ticket” mask
Img. 2 – Modify CC recipients from the agent and customer “Zomm ticket” mask
There are two possibilities provided. The first one is sending email in CC to the selected customers and/or agents for all new inserted notes and sent emails. In this case for each new article the selected CC recipients are shown (Img. 3 Case 1).
The second one is using the OTRS notification mechanism sending notification to the selected CC agents and customers . In this case new recipients are defined in the Administration of Notifications area – AgentCC and CustomerCC (Img. 3 Case 2).
Img. 3 – Case 1: recipients for each article
Img. 3 – Case 2: Notifications to the recipients
The possibility to involve new customers and/or agents in the customer and agent interfaces is configurable through SysConfig parameters (Img. 4).
The Ticket CC feature enlarges the field of involved/informed people about the current discussion (ticket) and holds them up to date. So, collaboration and transparency can be enhanced.
Img. 4, Configuration of the notifications and Sysconfig Ticket CC parameters
MarinovMihail
Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”
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TicketCC is a feature distributed with Erizone – the Würth Phoenix OTRS based solution. For further information feel free to contact us through our web site: http://www.wuerth-phoenix.com/en/solutions/system-management/erizone-otrs/