Hi Everyone

 

I hope you don’t mind me asking this on the list.  I’m trying to find out if OTRS is going to do what I want.  Can I describe a scenario and can you let me know if it is possible?

 

The Basics (MUST have these features)

 

Clients submit problems on the web (inc PDA / Blackberry) and/or by email.  They can check past and present problems on the web.  Agent’s replies are emailed to the client as well as being available on  the web.  They can reply to agent replies by the same methods.

 

New problems arrive in a central list and agents who are working that day are notified by email.  Agents access client problems on the website and allocate them to themselves before replying to the problem.  If the client replies to this the message will go direct to the agent that it is already assigned to (and that agent will be notified whether they are working or not).    Agents can transfer active problems to another agent who will take on the problem (and be notified).

 

Reports of activity can be generated such as how many problems, who replied to them etc.

 

More Advanced (not essential and prepared to pay for it)

 

We have a database for each client containing various client information that both client and agent can view and edit.  Would like to integrate the database with OTRS so that when a new problem comes in from the client the agent can see the problem as well as details from the database.  Problem entries/replies are integrated into the database for future records.

 

At a later date we may want to split clients and agents into groups separate from each other but having the same features as above.  To be able to do reports on the separate groups as well as on the whole group.

 

Thanks for your help.

 

Damian