
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Jan, Jan Stanik schrieb:
Hi all,
I work for ISP (GTSNextra) in Slovakia and we are looking for new troubleticketing system. OTRS is one of hot candidates to satisfy our needs. I have a few questions to ensure that OTRS is the best for us:
1. Assign ticket to group - we prefer to assign the ticket to group not to agent. We have the teams of specialists who can handle the dedicated queues and every agent within that team should have the possibility to change status of ticket, create note etc. Is it posssible in OTRS?
It is possible to define groups and put agents in these groups. Furthermore you can assign queues to groups - is this what you mean? Agents can transfer locked tickets from other agents to change status, add notes etc.
2. Workflow - is there some workflow in OTRS? How can I set it up?
Please describe this more in detail, what kind of workflow do you mean? Right now, there is no such feature, but we could implement it for you. Just contact sales@otrs.com
3. Notifications - is it possible to notify a group of agents not only the owner of ticket when the status of ticket has changed?
Yes.
Thank you for the answers.
Best regards,
Jan
HTH Kind regards from germany Marko - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFEMMJT3Z/8JYqyrP8RAvorAJ9D1KrWt1G42zRUfwNgmnt0AOadiQCeLAVt OPxipapq43U/dz0EfGzr/zA= =+eGV -----END PGP SIGNATURE-----