Lars Jørgensen schrieb:
Sorry, I posted directly to sender.
-----Original Message----- From: Lars Jørgensen Sent: Wednesday, January 16, 2008 1:44 PM To: 'nils@lemonbit.nl' Subject: RE: [otrs] Restrictive Permissions
I would just solve this without setting up separate queues
for Adam
and Eve. Why not just use one queue and let the supervisor assign tickets to either Adam of Eve?
I have thought of that but I think the supervisor lacks the visual status of who is doing what.
Have you looked at the SystemStatus module. ftp://ftp.otrs.org/pub/otrs/packages/SystemStatus-1.5.1.opm This is a monitoring tool that may help your supervisors monitor the workload.
By creating a sub-qeueue for each agent it is very easy to see who has tickets, how many they have, get a nive view of their workload and so on.
By doing this, you loose the functionality of the personal mailbox. This is where the agent can monitor all his locked, watched, and peding tickets, and filter them in a manner which is logical to him or her.
Would this be just as easy if I only use a Helpdesk queue and assign ownership of tickets? Would each agent easily be able to view his own tickets?
By forcing the user to lock his/her tickets, and making use of unlock times, ownership, responsible (good for the supervisor), and subscription feature. You remain more flexible. Tickets that may get forgotten, for example before vacation, will automatically resurface in the main queue, and can then be snapped by the next available agent.
-- Lars
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