RFC for http://bugs.otrs.org/show_bug.cgi?id=106
Hi Wiktor, 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. -=> The ticket hook namespace will not work in both ways. IMO: OTRS must block ticket forwarding and bouncing to local otrs system addresses.
Wiktor Wodecki
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 6:18pm up 31 days, 4:40, 6 users, load average: 0.40, 0.29, 0.27
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
On Wed, Mar 19, 2003 at 06:50:48PM +0100, Wiktor Wodecki 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.
The technical problem what I see is "[Ticket: 123]". You can't work with two ticket hooks in one ticket.
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 :-)
The problem what I also see is you have two or more tickets for one problem. -=> If the customer is calling the customercare then they can't give more info like 'the ticket is waiting for info of the development department'. The customercare agent can't browse through the notes of the other departments. I would put each agent ot all groups 'read only'. So the customercare can't work on the development tickets (but see and search). And the customercare agent can see the current ticket owner and phone them for more info... I hope this is matching your requirements.
Wiktor Wodecki
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
participants (2)
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Martin Edenhofer -
Wiktor Wodecki