Re: [otrs] Triage a ticket

Yes, one simple way is to create a queue for your agents to work in and then a triage one for the managers. Don't give the agents permission to work on the triage queue and set the triage queue as default for incoming mail. Then simply get your managers to move tickets into the agent queues as they are triaged. -----Original Message----- From: Keith Meyer Sent: Thursday, 29 October 2009 5:46 AM To: otrs@otrs.org Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer