Hi,
I'm trying to evaluate OTRS for a small company, who are currently using
Solar Winds WebHelpDesk.
The current process for logging a service request, is
1. A user phones a helpdesk operator
2. The helpdesk takes the details, and categorises/classifies the request.
They have a large number of different categories for service requests.
3. The helpdesk operator assigns the request to a technician
4. The technician liases with the client, adding notes to the ticket until
it is able to be marked as resolved.
I wonder how OTRS can be used in this case.
Would a queue correspond to each category of request, or should there be a
queue per technician ?
Are there any easy to read howto's that cover configuring OTRS for a small
business.
Thanks in advance,
Kate Dawson
