There is an switch which allows a customer/agent connection. There may be
something similar for your purposes... or the same may work.
It's been a while since it was raised on the list... you have to look back a
way to research details from the list.
On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba wrote:
Dear All,
By now, I have implemented OTRS by over 80% in replacement of existing RT
system. This is my third question to the list:
Is there a way where Agent "A" can raise a ticket on "Q1" ("A" could be a
member or not of Group "Q1" managing Queue "Q1)) from within the OTRS agent
interface and monitor the same from OTRS agent interface itself.
It so happens many times that a user within the company may need to raise
ticket on other department, say "computer helpdesk", and monitor the same...
ofcourse, in the current system, one needs to monitor his ticket from
"customer" interface. Instead if the agent (employee) is able to view /
monitor the same from his own (being agent) interface, I think that will be
wonderful and OTRS will stand one more step ahead of any other Ticket
tracking system.
Please help me in achieving this if there is a way already.
Greetings,
Kusumba S
