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/