Kris Jacobs wrote:
OK, I understand the reasoning behind that, but it leads me to another question:
In OTRS, isn't it plainly visible to all Agents when a ticket has been assigned to an individual?
It is, when a ticket is locked. :o)
Here is what we have in mind at my organization:
Support requests come in. The department manager either assigns tickets to individuals, or individuals take ownership of tickets in a proactive fashion.
Anyone can look at all tickets - and when they look at a ticket that has been assigned or that someone has taken ownership of, it is obvious who is working on that ticket.
It is obvious when that ticket is locked. When an agent decides to work on a ticket, that agent locks the ticket. When someone assigns a ticket to an agent, the ticket is locked by that agent.
I think of agents as resources - each ticket in the database structure should have an assigned resource, and ideally an owning resource. Meaning, those are two separate fields.
Ticket table -Ticket # -Owning Resource (person who 'owns' this issue) -Assigned Reesource (person who is actively working this issue)
Does this make sense? Does OTRS have functionality that supports this principle?
The 'assigned resource' in your setup is the agent that has locked the ticket. I don't know what you mean exactly by 'owning' an issue. Nils Breunese.