[otrs] Assigning Tickets to a set of users

[Alexander Scholler]

Hi,

 > I want to assign tickets to set of users so that any one among them can
 > pick up the same.  I went thorough the manual and not able to find any
 > method.  I am looking for help on this problem from some one who had
 > worked on this.

up to now we use ticket-queues to categorize tickets, e.g. this could be 
a queue-structure.

Client
  HW
  SW
   Standard-App
   Special-App
Server
Network
Account-Mgmt

These queues doesn't have to represent different support-groups which 
work on the tickets assigned to a special queue. But up to now, this is 
no problem for use because only one support team  (with full 
access-rights) work with OTRS.

In the future, we wan't to expand the OTRS-usage among other teams.

So we will use the queues to assign the ticket to a special support 
team. The queue-structure could then reflect the IT-organisation, e.g.

1st level support
Standard-App-team (regardless whether client or server)
Special-App-team/CAx-team
Network-team
IT-Management

Now, it's possible to restrict access to specific queues (through 
agent-rights and ACLs). A ticket can be assigned to a queue and any 
member of that queue/team can pick up the ticket.

The still necessary categorization could be implemented with 
ticketfreekey/-value with drop-down-menues.

You now also can define (more or less simple) workflows with ACLs.

Bye, Alex