The way I have it setup with my techs, is that when they pick a ticket out of the que or open a ticket they are responsible for that ticket. There is no unlocking the ticket and dropping it back in the queue, if they are off the next day or need to leave they are responsible for handing that off to a new person via the owner feature. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: Thursday, October 25, 2007 12:02 PM To: otrs@otrs.org Subject: [otrs] New to OTRS Hi, I am a Helpdesk/PC Support tech at a small community college and am testing OTRS to see if it would work for a better solution to our helpdesk. I have installed it on our web server and have it running. I have been testing it to see what user/group/queue configuration would work best for us. We have a staff of 9 in our Information Services department that will be using this, of which 4 of us will be using the most often from the helpdesk. We operate with one person on helpdesk at a time and switch people every three hours for 12 hours of the day. The person on the helpdesk at the time is responsible for every ticket they create to see that they are closed. My question- Is there anybody out there with a similar setup that has been able to use OTRS effectively that could send me advice or any helpful tips that have been proven helpful according to user/group/queues? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/