On Mon, Oct 06, 2003 at 09:31:16AM -0500, Rob wrote:
I am having some problems getting good mental model of a typical ticket "flow" should be.
I understand the linking of various system email addresses to queues, so new requests come into their designated queues.
After a ticket arrives at the Queue, an agent then does something. That's where I get lost.
Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues. The problem is that once you moved a ticket away and permissions are strict you will never ever know if the ticket was being answered or not. We have this problem here atm and I'm thinking in writing a 'bookmark' list which would keep track of which tickets which users moved so that the users will have a chance to see what happend with their tickets. OTOH we used a patched version of OTRS for quite some time where we forwarded tickets from one queue to the other. I liked the idea and it worked pretty much, but Martin decided not to support that in future releases (which are current now). I still might have this patch floating around, so I might send it to you if you are interested, but I bet it doesn't apply to current otrs versions -- Regards, Wiktor Wodecki