W dniu 01.07.2012 16:43, Ricardo Mendes pisze:
I have more than one product, so I would like to have several queues, each one fetching mail from a different mailbox, and have the tickets classified according to the inbox they were at.
Setup multiple queues and incoming mailboxes. Use mail filtering as on template: if EMAILADDRESS:incoming-example-mail-queue1@company.com then X-OTRS-QUEUE = queue1. Subqueues of queue is queue::subqueue.
Also I would like to have different user groups, example: Let's say I'm selling product A now, and I take two people with me so I want to add them to handle costumer requests, so I add them to a group and they only get access to the tickets in that queue.
Create a group and give them rights to do specified operations on target queues (example: SupportTechnican-ProductA have full rights on Product A queue and SupportTechnican-ProductB have full rights on Product B queue). Next assign people to that groups. Better way is relation User (Agent) <-> Role <-> Group. For example: Role SupportTechnican have specified groups that have right to read tickets, answer to them and change owners, but can't close them and move between queues. Role SeniorTechnican can do that things. To avoid milions-of-clicking when somebody is promoted, you use Roles. You change Role of that user and job is done :)
I looked around in the interwebz and didn't find any tutorial or simple help on how to configure OTRS. If someone would like to help, we could mail privately and grant access to my OTRS to have it configured, also I would like to learn how to configure it in time but right now I need it up and running.
You can mail me. Generally: http://doc.otrs.org/3.1/en/html/ Such tasks was my first few days in a new job :) -- Cheers, Krzysztof Hajdamowicz System Administrator IMAGIN IT GSM: +48-71-723-02-54 Phone: +48-71-723-01-24