OTRS is a pretty prefect tool for your case. It’s typical. Queue, service, type, and even dynamic fields, lots of things could be configured as categories. It depends on your full business flow and picture. You need a professional consulting from us. Technician should be agent, but not queue.

Regards,

Bob Tao

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On 5 Jun 2017, at 4:57 PM, Kate Dawson <thisbodyofmine@gmail.com> wrote:

Hi,

I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk.

The current process for logging a service request, is

1. A user phones a helpdesk operator
2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests.
3. The helpdesk operator assigns the request to a technician
4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved.

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 ?

Are there any easy to read howto's that cover configuring OTRS for a small business.

Thanks in advance,

Kate Dawson
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