Dear Kate,

OTRS best suites to you requirement.

1. A user phones a helpdesk operator
-----------

This is a phone ticket in OTRS

2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests.
-----------

While creating the ticket, helpdesk agent selects the relevant service for the ticket. If the request applies to many services (categories in your words) then he/she can split the job into many tickets

3. The helpdesk operator assigns the request to a technician
------------

Helpdesk agent can assign the ownership and responsibility to same person or to agent and supervisor respectively

4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved
-------------

Technician agent can put as much as notes to the ticket and those are recorded as chronological articles. Finally, he/she can close the ticket once the job is done. If the customer is not happy, the he/she can reopen the ticket simply by replying to close note.

Queue is a group of agents (technicians)  performing more or less same jobs. Its a function in ITIL terms
Refer to OTRS Documentation



 
Best Regards,
Sujeeva Tissaarachchi
 


From: Kate Dawson <thisbodyofmine@gmail.com>
To: otrs@lists.otrs.org
Sent: Monday, 5 June 2017, 1:58
Subject: [otrs] Evaluating OTRS

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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