otrs-bounces@otrs.org schrieb am 10.10.2004 06:00:24:
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
we did it that way and we gave these departments diferent mail adresses so that we can sort the mails on a "by Queue" basis to different incoming queues. In fact in earlier times there were differnet mail Distributors to organize the job, we just replaced them by queues in a ticket system.
Really, the scenarios are endless and this system is well suited to fill any that I can think of. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/