AW: [otrs] working hours

[shawn.beasley at dlh.de]

Hey,

an Agent is a technician that would be receiving and entering your tickets in the system (your helpdesk employee). A customer is the person or company that needs help.

Therefore, your working hours are for those people who will be receiving your ticket (your helpdesk) and you only have one set of working hours (your helpdesk working hours)

I hope this helps.

Vielen Dank,
 
Shawn Beasley
Support - IT
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-----Ursprüngliche Nachricht-----
Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von Alan McKeown
Gesendet: Freitag, 1. September 2006 15:30
An: User questions and discussions about OTRS.org
Betreff: RE: [otrs] working hours

Hi,
Thanks for the quick response. I am not sure what you mean though when
you say 'The working hours you set are for your agents, not for your
customers'

Could you explain a bit more for me.

Regards

Alan.

Alan Mckeown
JoraPh Consulting Ltd 
Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB

Mobile: +44 (0)7841 996 331
Office: +44 (0)8700 433877
Fax: +44 (0)1952 825058
http://www.joraph.com
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-----Original Message-----
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
Nils Breunese (Lemonbit Internet)
Sent: 01 September 2006 13:38
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] working hours

Alan McKeown wrote:

> We have a number of different clients in OTRS, some are 24hr  
> support others have different hours. Is it possible to set a  
> working time per customer? >From what I have seen so far it appears  
> that there is a global working time hour's setup.

The working hours you set are for your agents, not for your customers.

Nils Breunese.


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