
15 Jul
2006
15 Jul
'06
6:06 p.m.
Hi Everyone I would like to install and use OTRS, but need to understand a few things. 1) If a ticket is in a user's queue, and the user does not respond within a set time (e.g. 4 days), can the ticket automatically be re-routed to the users's boss or co-worker? 2) Can the boss receive an email if tickets are over due? 3) Can you suggest some ways of managing worker / supervisor work flow, or give examples? Thank you very much! Jean van Eeden Jean van Eeden Senior Consultant > 20:20 IT Solutions inc. jvaneeden@2020itsolutions.com desk 416.363.3113 mobile 416.606.4468 free 866.462.4788 Suite 218, 5863 Leslie Street, Toronto, Ontario, M2H 1J8