I ?believe? that the OTRS.com group has already developed such a module (check www.otrs.com). There are some obvious issues with the solution.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Recchia
Sent: Friday, September 18, 2015 2:15 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] tickets
I think we might just write a stored procedure to do this I was just wondering if there was another easier way that I might have missed
Robert Recchia
On Fri, Sep 18, 2015 at 12:53 PM, Gerald Young mailto:crythias@gmail.com > wrote:
There is no default way to do this. It's not an optimal solution, generally, as it doesn't take into account load balancing (how long the load of existing tickets can take) or knowledge of request solutions. I hear there are third party options and other ticket systems that might do such things, but if you've got a ticket that is a "did you reboot your computer" and have to wait for n tickets (being assigned to your n coworkers) to come in before you are assigned another ticket, is that an optimal way to assign tickets?
On Fri, Sep 18, 2015 at 12:20 PM, Robert Recchia mailto:robrecc@gmail.com > wrote:
Hi everyone
We have recently switched to OTRS ticket system and so far so good. I do have one question though. Our old ticket system use to round robin all the tickets to all the available reps. What I mean is if were 100 tickets and 4 people it would automatically assign each user 25 tickets.
Is there a way to do this in OTRS.
