* Kate Dawson
1. A user phones a helpdesk operator
That would be a "telephone ticket" in OTRS
2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests.
In OTRS, one would assign the tickets to queues. We use one/several queues like "webmaster", "vpn", "firewall", "proxy"
3. The helpdesk operator assigns the request to a technician In OTRS you usually don't do that. You assign the technicians to be able to process the queues and they simply look for ne stuff in the queue (or are being notified)
4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved.
Same on OTRS.
I wonder how OTRS can be used in this case.
Would a queue correspond to each category of request, or should there be a queue per technician ?
a queue per category, you could individually assign tickets to specific technicians. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155