Hello, On Wed, Mar 19, 2003 at 06:40:12PM +0100, Martin Edenhofer wrote:
I think x-headers is general ok but it should not be possible to "move" tickets from queue A to queue B by forwarding a ticket.
I don't want to move them. what we did is to make virtual SLA's between our divisions; CustomerCare opens a Ticket in the Operations queue. If Operations can't fix it they open a Ticket in the development queue. So every group is a customer of an other group. We do this by forwarding Tickets.
IMO: OTRS must block ticket forwarding and bouncing to local otrs system addresses.
eeek! This would destroy our work-flow :-) So how would you handle ticket traversal? Simply always move the ticket around? This would work, but if a ticket dropped down till development and the customer would call customercare they'd have to look in other group's queues. This makes the whole permission set pointless. I'm curious :-) -- Regards, Wiktor Wodecki