Hi Andreas, On Fri, Jan 31, 2003 at 11:05:26AM +0100, Andreas Haase wrote:
we are using OTRS in an environment, where a call center gets all calls first and tries to give the calls to the right employee. If that employee is not reachable, a ticket is opened containing the facts about the caller. Not it would be very useful, if the call center could see in OTRS, whether the specific employee is reachable or not, and when not, where he is. So the call center can give information to the caller like "... is reachable again at 3pm" or so. Is it possible to build in such a feature in OTRS? If not, we have to program that for ourselves, but I think, its good for others too.
It would be possible as a module like Kernel/Modules/Agent*.pm. If you want, we can help you to write this module! :)
Andreas Haase EastLink GmbH
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972