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