Thanks for the reply, and do you solve the hierarcy? I mean is there a head of the IT department who assigns the owners of the tickets to the IT agents which can not change the owner of the ticket etc?
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
Really, the scenarios are endless and this system is well suited to fill any that I can think of. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/