[otrs] How to implement OTRS

[Scott Edwardsen]

How to implement OTRS

 

We have OTRS installed and running.  However, I am looking for direction on
how to use the software.  I have used help desk systems where tickets are
created in the General Mailbox queue.  The tickets are then assigned to
technicians by moving them out of the general mailbox queue and putting them
in the technician's queue.  It does not appear that OTRS is designed to
operate in this manner.  This is my understanding of how OTRS is suppose to
work (please correct me if I am wrong):

 

1.       One or more agents are assigned to a queue

2.       Customer inputs ticket and assigns the ticket to a queue

3.       An agent sees the ticket and responds to the customer's request

4.       The ticket is then automatically locked

5.       The agent no longer sees the ticket in their queue because the
ticket is locked

6.       The agent then needs to unlock the ticket so it appears back in the
queue

 

What is the best way to use OTRS?  We have three different locations with
nine technicians.  I would like customers to create tickets in a general
mailbox.  I would then like to assign tickets to individual technicians.

 

Is there any documentation for a question like this?  I tried searching for
documentation and I found the Admin Guide.  Either I missed the answer to
this type of question or it isn't there.  

 

Thanks for the help.

 

-Scott

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