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.
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.
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?
-- Lars