otrs-bounces@otrs.org schrieb am 29.09.2004 15:12:16:

> Hello,
>
> I wish to setup the following helpdesk to support an application:
>
> 1st level - recieves the incoming tickets submitted via mail or web
> front-end, responds and tries to get as much details as possible. If the
> problem doesn't get solved along the way, the ticket is forwarded to:
>
> 2nd Level - only gets the ticket from 1st level. Takes a deeper insight at
> the problem, and solves it. If the problem is a bug in the software, the
> ticket is forwarded to:
>
> 3rd Level - development folks. only gets the ticket from 2nd level.
>
> All levels also maintain the FAQ.
>
> OTRS 1.2.4 is installed, and I've been trying to reproduce this
> organisation. I have been having problems with groups and queues, though.
> Like tickets of the 1st level excalating for the admins, some groups not
> seeing tickets they should, etc. I also couldn't forward a ticket from 1st
> level to the 2nd and thus make it disappear from the queue of the 1st. As I
> am quite unsure of the best way to do this, I would very much appreciate a
> roadmap. I am starting from scratch, so I'm really open for suggestions as
> to the best way of doing this.
>
> Thanks a lot in advance,
>
> Gilles Bordelais
>

Hi Gilles,

what we did was:

first level can read the raw Queue (thats where all our tickets go at first) and does what you mentioned.

if they can't solve the problem they move it into another queue that is maintained by the secondlevel. They've (1st lev.) just the right to move-into on this queue(or group this queue belongs to). Second level got all rights on this Queue (better group the queue belongs to).

Now we are a level up and you may continue like that.

all agents got the same(all) rights on the group faq.

just 2 ct but hth

Li