
You are right...
in my case you loose the state of the ticket too that is really bad...
but in a large environment could be usefull having at least some
delegated admin that manage at least groups of agents and/or clients
or other. Than, there could be global queue and intra/specific
queue/configuration.
Try to think at a worldwide company usage where tester are in Romania,
develop in India, application support in Italy and dba in Spain and so
on... tester open me (application support) a ticket for a fault, than,
after my analisys I need to send it to Spain (dba) where I don't know
how they wants to be organized, so, since I see that the ticket is in
Spain for me its ok but I cannot manage their conf.
An oEtrs (Open Enterprise Ticket Request System) ? :D :D
On Wed, Jan 14, 2009 at 12:14 PM, Obee, Daniel
Hi.
The genuine purpose of a ticket system is to provide handling of interdepartment requests. So why not one installation and a proper queue setup with specific access permissions? I don't get the point where you need a separate installation.
Greetz Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together
Hi all,
I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step.
There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ?
Thank you in advance.
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