Robert Bui wrote:
Updates/follow-up's make the ticket appear back on the queue again. That is what I meant by flooding the queue. So the person who is responsible for the queue has to go through the queue and re-assign to the agents again to get it off the queue. Am I doing something wrong here? How best to approach this?
In our company the agents lock the tickets that they're going to work on themselves. They keep them locked when they're waiting for a follow-up, so the tickets stay in their locked tickets list and do not appear in the queue, unless unlock time is reached or the ticket esacalates.
Maybe the manual could create one or two scenarios of managing tickets and queues. That is, the work-flow process. If there is then please point me to that section.
OTRS is meant to be very flexible and fit into whatever workflow you want. This also means however that it probably takes some tweaking to your liking. Scenarios could be nice, but they would never cover the matter. Maybe if you'd explain your business setup maybe people here might have some practical suggestions. Nils Breunese.