Hello,
Thank you very much for this tip!
Unfortunately, I think that’s not an option. We also have a
workflow wherein internal employees (which are not otrs agents) can send emails
directly to the 2nd level queue, so we need the “answers”-possibility.
I could add a queue “Websites::From Helpdesk” wherein I remove
the “answers”, but that seems a little bit weird for me too, because I need to
create another queue for every 2nd level main queue. And I also have
to restrict this queues in a way that they can only move the tickets back to
the 1st level queue and not to any other queue, where we again have
the “answers” problem.
Isn’t my scenario a common workflow? I really like OTRS in terms
of end user communication, but we are some experiencing problems in terms of
internal communications. (this scenario, internal tickets from agents, …)
Any other suggestions?
Thanks in advance,
Christian
Von:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Obee,
Daniel
Gesendet: Freitag, 16. Jänner 2009 09:38
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not
communicate with end customers?
If you don’t want to have the agents answer out of a queue,
simply remove the empty answer off that queue. No answer – no mail. You could
as well fiddle around with ACLs and stuff, but I guess this would be the
simplest opion. Move them into 2nd level queues and back when
solved.
I had a system running where we used the split option. This was
practical for a scenario where the customer never had to be informed about the
outcome of a 2nd level task. 1st level took care about
the customer – 2nd level solved the reported bug/error.
Greets
Daniel
Von:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian
Weiß
Gesendet: Freitag, 16. Januar 2009 09:13
An: otrs@otrs.org
Betreff: [otrs] how to handle internal tickets? 2nd level may not
communicate with end customers?
Hello,
we are using
OTRS for the communication with our end customers (Helpdesk = 1st Level
Support) as well as for our internal communications (“Accounting”, “Websites”, …
= 2nd Level Support).
Consider the following
scenario:
- An
end customer sends a request to our „Helpdesk“. (Example: “I
get an error XYZ on the web page”)
- The
helpdesk agent cannot answer this request and has to pass this problem to the
2nd Level Queue “Websites”.
- The “Websites”
agent is not allowed to communicate directly to the end customer! He may only
answer back to the “Helpdesk” agent.
- So
the “Websites”
agent reports to the helpdesk agent when the problem is marked as solved
- The
helpdesk agent sends an info to the end customer
So this is my
question:
How can I setup
the OTRS system in a way, that only 1st level support agents are
allowed to communicate with end customers. If there’s a need for escalation
to 2nd level support, the agent from this queue must not communicate
directly with the end customer. He may only communicate with the 1st level
support agent.
I tried
following approaches:
1.) Move tickets
=========================
The helpdesk
agent “moves”
the ticket to the 2nd level queue and attaches a note with
additional infos. The 2nd level
agent answers to the 1st level by moving the ticket back to the 1st
level queue and attaching a note.
Positive:
all the
communication is in one ticket.
Negative:
if the 2nd
level agent (unintentionally) clicks on “Answer”, he communicates
with the end customer. But this must not happen!
Also, you can’t
clearly see in the ticket, which notes were written by 1st level and which by
2nd level.
2.) Split
tickets
=========================
The helpdesk
agent “splits”
the ticket and sets his own personal email address as “sender”.
he selects the 2nd level queue as target queue and modifies the
body. The 2nd level now gets a new ticket and communicate only with
the helpdesk agent.
Positive:
2nd level is not
able to communicate with end customers.
Negative:
The 1st
level agent sees the ticket as a child ticket in his 1st level
ticket. But he is not allowed to see the details of the ticket,
unless I
give the helpdesk complete read access to the 2nd level.
The 1st
level agent has to communicate with the 2nd level through his mail
client because he set his own email address as sender. So the helpdesk has to
use two different systems (otrs and personal mail account)
1st
level agent has to manually change the sender-address in the “split
ticket view”. If he forgets this, the end customer is set as the
sender of the new ticket.
And some other
annoying problems.
I’m not happy
with both approaches. (neither is my boss *g*) How
do you handle this scenario? Thanks for any hints and tricks!
With
best regards,
Christian Weiss