otrs-bounces@otrs.org schrieb am 09.10.2004 23:48:30:
Thanks for the reply, and do you solve the hierarcy? I mean is there a head of the IT department who assigns the owners of the tickets to the IT agents which can not change the owner of the ticket etc?
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
Really, the scenarios are endless and this system is well suited to fill any that I can think of.
we solved this problem by not caring to much about the ownership of a ticket. The assignment is done by the generally firstlevel support that moves the ticket to the appropiate queue if e is not able to solve it ad hoc. The queues are organized in a way that there is always min one defined specialized first level agent that has to take care of the issue. If he cannot solve it he may write a notice to the ticket or send a mail to a second level/sometimes external agent that should be able to solve it. Owner of a ticket becomes that one that first writes an answer to it. It is only changed if a technical reasons leads there to (you canot write an answer to a locked ticket of another one etc..) hth, Li