Hi Krisztian,
I guess your idea is pretty good. But you might be best off to create
separate fields for the category/subcategories and store them as free
fields on the OTRS tickets. You might want to install the ITSM package
and then use the GeneralCatalog function to store these values. Then
you could make an assignment to different queues if needed, based on
the category of the ticket. Or, since you are going to handle all
tickets by one or two agents, maybe you won't even need separate
queues and the ticket categorization might be enough.
Regards,
--
Michiel
On Tue, Sep 8, 2009 at 6:14 PM, Kovacs
Krisztian
Hi, dear list members!
I'm new to this list (and to the OTRS system :) ).
I'm a beginner programmer at a company, and my first job to set up an OTRS with a front-end, like this (sorry, it's in hungarian, but it's not a problem): http://ugyfelkapu.hotdog.hu/
At the beginning, OTRS must handle users only from 1 domain (eg. foo.hu) (later from more domain): So as we see on the mentioned URL, there are predefined: - categories (1. textbox) (eg: registration, login, ...) - subcategories (2. textbox) - under registration: eg: can't login, want to delete myself, ... - under login: password, email address, ... - and sub-subcategories :)
The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents.
How should I set up the OTRS to include all categories in it? How many email address should I use? How many queues should I use? As much as categories (and subs and subs-subs) are ????
The original idea of mine was that the frontend will pull these categories from the database of the OTRS ... :) But it seems too many queues ...
Thanks for your answers and your time !
Greets Krisztian
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