At our company we use the queues to do this. You can create sub-queues as
well, and if you have agents that don't have skill/expertise in a particular
area, then they can deselect that queue as one of their 'My Queues' so that
they can focus on just the tickets that they can be of help on.
You can create multiple levels of subqueues, as you describe.
Josh Scott
Systems Support Manager
SourceDirect.com
On Nov 9, 2007 3:37 AM, Simon Adams
Hi chaps,
I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'.
Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So:
TicketType --> SubTicketType --> FaultType --> SubFaultType
Many thanks in advance,
*Simon Adams* *Parallel - Third time winner of Network Professional of the Year*
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