Hi Leandro, Reading your post I don't see anything so hard to be managed by OTRS. It's real that either OTRS could have some limitations but nothing that it could be done with some WorkAround or thing to be adopted in the organizational flow. I think that many people has done this kind of reasearch too and I can tell you that here you will find 99% of us ( ;) ) that have found with OTRS the best product in terms of ROI/TCO talking about your needs I think that with some Queue and some groups you accomplish your goal. Permission are manned by groups and roles and people can be in more groups with different property on that group.
From the customer view you can manage to have group of customer that has inside customer client so a client can view his ticket or the ticket of his company.
Hope it was helpfull (otherwise I'm available to pass you more
information, if you need, in Italian ... ;)
Ciao,
Marco Vannini
On Fri, Sep 25, 2009 at 9:41 AM, Leandro Dardini
Hello, We are the IT sector of a Municipality, with over than 90 people working in solving problems from server to PC, from network to phone and so on. We serve around 2.000 people. We have few groups of technicians, each specialized in some sort of problems. Now each tech group has his own ticketing system, some self made, some use OS products, some use commercial one. Problems arise when a ticket has to be moved from one ticketing system to another. Solution can be the use of the same ticketing system for all tech guy. We check each single OS and commercial product already used and they don't satisfy our needs. So, maybe, OTRS can be the answer.
The big problem is we have to mantain the tech sector division: networking, programming, telephony, servers, etc. Each sector needs an easy interface to check tickets open by users and to check tickets loaded to other sectors. Each IT guy can be member of more than one sector and have to see only the tickets opened by the sectors he belong and loaded by the sectors he belongs. Other ticketing systems have the limitation to permit only a bitwise security. If you are a tech guy, you can see all tickets, if you are a user, you see only the tickets of your group.
Is OTRS different?
Leandro
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