[otrs] Basic Information Requred

[Jean van Eeden]

Hi Everyone

 

I would like to install and use OTRS, but need to understand a few things.

 

1)       If a ticket is in a user's queue, and the user does not respond
within a set time (e.g. 4 days), can the ticket automatically be re-routed
to the users's boss or co-worker?

2)       Can the boss receive an email if tickets are over due?

3)       Can you suggest some ways of managing worker / supervisor work
flow, or give examples?

 

Thank you very much!

 

 

Jean van Eeden  

 

 

 

Jean van Eeden  
Senior Consultant  >  20:20 IT Solutions inc. 
jvaneeden at 2020itsolutions.com
desk 416.363.3113   mobile 416.606.4468   free 866.462.4788
Suite 218, 5863 Leslie Street, Toronto, Ontario, M2H 1J8 

 

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