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