Our organization is broken up into districts. I just wanted the other districts within our organization to able to push entire tickets up to the HQ if they could not handle the request. SO if I see a ticket labeled with LATicket# 200710xxxxxxx it could be processed accordingly. I know remedy has the functionality to be able to share tickets. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Sunday, December 30, 2007 2:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Multiple system interaction Maurice James Ny wrote:
Does anyone in the group have multiple OTRS systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out
I have no idea what you're trying to accomplish here. Why do you want to have multiple OTRS systems sharing tickets? The customer is always just going to be able to reply to either system and OTRS doesn't notify the other system, because it has no knowledge of the other system's data. AFAIK the only purpose of the system ID is for a human to be able to distinguish between multiple OTRS systems, not to be able to somehow share data. (Or maybe to be able to run multiple OTRS systems from one database, I don't know.) If you really want to share the data, you could connect both web frontends to the same database, but I don't really see the advantage of that either. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/