CC in customer new create ticket

[kalyana1315]

hi

1 . Is there a way to add a CC field to the customer new ticket page? Many of our customers are in the practice of sending into copying to their manger. It would be nice to have this available on the customer new ticket creation option.

2. what is difference open source OTRS and OTRS Best Practice Editions(on demand purchase OTRS)


Thanks for your help!

[jojo]

1) no
2) you will get support, Feature Add Ons and Bug Escalations. Or if you book managed, OTRS will operated for you

[kalyana1315]

1) no

What is the reason that new ticket creating no cc option customers to send emails?

[jojo]

to prevent spamming. IF a customer needs to CC he should send a mail. But all persons with the same customer id can see all tickets assigned to this customer id. So there is no need to put anyone in CC...