Hi,
I want to assign tickets to set of users so that any one among them can pick up the same. I went thorough the manual and not able to find any method. I am looking for help on this problem from some one who had worked on this.
up to now we use ticket-queues to categorize tickets, e.g. this could be a queue-structure. Client HW SW Standard-App Special-App Server Network Account-Mgmt These queues doesn't have to represent different support-groups which work on the tickets assigned to a special queue. But up to now, this is no problem for use because only one support team (with full access-rights) work with OTRS. In the future, we wan't to expand the OTRS-usage among other teams. So we will use the queues to assign the ticket to a special support team. The queue-structure could then reflect the IT-organisation, e.g. 1st level support Standard-App-team (regardless whether client or server) Special-App-team/CAx-team Network-team IT-Management Now, it's possible to restrict access to specific queues (through agent-rights and ACLs). A ticket can be assigned to a queue and any member of that queue/team can pick up the ticket. The still necessary categorization could be implemented with ticketfreekey/-value with drop-down-menues. You now also can define (more or less simple) workflows with ACLs. Bye, Alex