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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks Micke … that’s awesome!
Now your in trouble as I have run into many more requirements where this one
came from </span></font><font size=2 color=navy face=Wingdings><span
style='font-size:10.0pt;font-family:Wingdings;color:navy'>J</span></font><font
size=2 color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>andy<o:p></o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Mickie M
[mailto:mickie@vtiger.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Thursday, January 17, 2008
6:36 AM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">vtigercrm-developers@lists.vtigercrm.com</st1:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> Re:
[Vtigercrm-developers] questions about support tickets ?</span></font><o:p></o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>Dear Greg and Andy,<br>
<br>
Thanks for your suggestions. We have added this as enhancement in trac and will
take up this in our future release. You can find the ticket here => <a
href="http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/4937">http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/4937</a><br>
<br>
Kindly add your comments in this ticket if any.<br>
Thanks & Regards<br>
Mickie<o:p></o:p></span></font></p>
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<p class=MsoNormal><span class=gmailquote><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'>On 1/14/08, <b><span style='font-weight:bold'>Andrew
Rodes</span></b> <<a href="mailto:arodes@onweald.com">arodes@onweald.com</a>>
wrote:</span></font></span><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Greg,<br>
<br>
I have worked with systems at hosting companies in the past ( I have worked<br>
for a few over the years), and the best way to attack the problem your<br>
trying to solve that I have seen was to have asset based ticketing so that <br>
if an asset has a modification or problem, its quickly seen on all customer<br>
accounts that also use that asset.<br>
<br>
Unfortunately, vtiger does not support true assets to customer<br>
relationships or asset based ticketing although several community members <br>
have asked about it for over 2 years (or maybe longer .. I don't know).<br>
<br>
This functionality is in the major commercial ticketing products out there<br>
as I have used many including remedy and Siebel which handle it nicely. <br>
<br>
Andy<br>
<br>
<br>
<br>
<br>
<br>
<br>
-----Original Message-----<br>
From: Gregory Machin [mailto:<a href="mailto:greg@ct-net.org">greg@ct-net.org</a>]<br>
Sent: Monday, January 14, 2008 5:36 AM<br>
To: <a href="mailto:vtigercrm-developers@lists.vtigercrm.com">vtigercrm-developers@lists.vtigercrm.com</a><br>
Subject: Re: [Vtigercrm-developers] questions about support tickets ?<br>
<br>
Mickie M wrote:<br>
> Dear Greg,<br>
><br>
> 1. we have used the crmid as ticketid where as crmid is common for all <br>
> modules and unique. After a ticket creation if you create other<br>
> entities like leads, accounts, contacts, etc., then the crmid will<br>
> keep increasing. Now if you create a ticket again then the sequencial <br>
> crmid will be used as ticketid.<br>
Thanks for the explanation it makes sense now .<br>
><br>
> 2. As of now you cannot add multiple accounts or contacts with a<br>
> single ticket. The ticket may be related with a single contact or <br>
> account. It will be good if you let us know the real time scenario for<br>
> this work. So that we will take this up in our future release.<br>
><br>
I work in an it company and our main business is hosting and vpn support <br>
.. for example "I made changes to our mail server and would like to<br>
attach the ticket to all the accounts / contacts / users it will impact,<br>
so that if there is an issue and I'm not available someone else will be <br>
able to pickup the ticket and run with it. No matter who brings up the<br>
issue."<br>
Hope that makes sense ..<br>
<br>
> Kindly let us know for further informations.<br>
> Thanks & Regards<br>
> Mickie<br>
><br>
> On 1/14/08, *Gregory Machin* < <a href="mailto:greg@ct-net.org">greg@ct-net.org</a><br>
> <mailto:<a href="mailto:greg@ct-net.org">greg@ct-net.org</a>>>
wrote:<br>
><br>
> Gregory Machin wrote: <br>
> > Hi<br>
> > I have 2 questions<br>
> > 1) The ticket numbers seem to jump up with
out logical reason<br>
> why is that ?<br>
> > 2) how can I add the account field to the template
? <br>
> ><br>
> > using vtiger 5.4<br>
> ><br>
> > Greg<br>
> >
_______________________________________________<br>
> > Reach hundreds of potential candidates - <a
href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>
> ><br>
> ooops I just relised that question number 2 is
wrong .. I need to be<br>
> able to add multiple contacts and accounts ..<br>
> Thanks<br>
><br>
> _______________________________________________ <br>
> Reach hundreds of potential candidates - <a
href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>
><br>
><br>
> ------------------------------------------------------------------------<br>
><br>
> _______________________________________________<br>
> Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>
<br>
_______________________________________________<br>
Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><br>
<br>
_______________________________________________<br>
Reach hundreds of potential candidates - <a href="http://jobs.vtiger.com">http://jobs.vtiger.com</a><o:p></o:p></span></font></p>
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