[rt-users] RT with phone suppor?

[Jim Archer]

OK, thanks again, Tobias.

It looks as though 2.0 will have some stuff I need, including the 
requester's web interface, support for requesters without email addresses 
and support for PostgreSQL (I read that on the web site).

Thanks!

Jim

--On Saturday, July 22, 2000 6:47 PM +0200 Tobias Brox 
<tobiasb at tobiasb.funcom.com> wrote:

>> If I understand the RT docs correctly, RT receives an email for an
>> initial  contact and generates an entry in a database from that entry.
>> Maybe I'm  wrong on this?
>
> RT initiates a request (or a "ticket") in the database upon either
>
> - an incoming email
> - somebody entering a ticket through the web pages
> - somebody entering a ticket through the command line tools
>
> I guess it might be difficult making a ticket without issuing an email
> address, as the requestors are identified by email addresses rather than
> phonenums.
>
> In RT2 (sorry, I don't have a clue about when RT 2.0 will be ready) each
> requestor will also have an entry in the user table, so it will be
> possible to attach more information to them, like phonenum, comments, etc.
>
>> Reguarding phone support, what I was thinking was not that RT would
>> answer  the phone and take a message, but that a human support person
>> would answer  the call and use something like a web interface to make an
>> entry into the  database directly, without having received the email
>> from the customer.
>
> That's how I also understood it.  Though maybe in RT 4.5 (due to summer
> 2015), we should also have a built-in automatical telephone answering
> system in RT ... if telephones still are beeing used in 2015 ;))
>
>> Also, is there any way a customer can use a web interface to check the
>> status of their support request?
>
> In RT1, this is not possible (except if you hack in some hooks for it).
> It is one of the promised features for RT 2.0.
>
> --
> Spell checkers are for wimps
> (please send feedback on all typos)
>