Problems when working from another person's queue

newer
Custom Directory and Customized...

Leah Kelly

12 Feb 2014 12 Feb '14

5:12 p.m.

Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda ", and the signature is Elizabeth’s as well, not Amanda’s. How can we fix this or work around?

Show replies by date

Gerald Young

12 Feb 12 Feb

5:23 p.m.

Use OTRS_tag placeholders. On Wed, Feb 12, 2014 at 12:12 PM, Leah Kelly wrote:

...

Since signatures and email addresses are connected to queues, it's not so easy to work another person's queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth's queue. Amanda tries to reply to the customer, and the email says "Amanda < elizabeth@domain.com>", and the signature is Elizabeth's as well, not Amanda's.

How can we fix this or work around?

--------------------------------------------------------------------- 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

David Boyes

6:20 p.m.

IMHO, this is one of the arguments for structuring queues based on a service type, rather than an individual, but... If you've structured things with one queue per person, isn't this what you WANT to happen (the original person maintains the overall responsibility for the ticket, and the other person is acting on their behalf)? You want the responses to go back to the original owner so they get the info on actions taken on their behalf. If not, then have the stand-in person (Amanda) move the ticket to her own queue, update/work it, and transfer it back to Elizabeth when she has returned. That way there is an explicit chain of custody/responsibility, and it's clear that Amanda is the responsible person while Elizabeth is out. The end customer will have to deal with the change in email address for issue correspondence while Amanda is in charge of Elizabeth's stuff, but that's a logical consequence of how you've set up your queues.

...

Since signatures and email addresses are connected to queues, it's not so easy to work another person's queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth's queue. Amanda tries to reply to the customer, and the email says "Amanda ", and the signature is Elizabeth's as well, not Amanda's.

How can we fix this or work around?

James Carroll

8:09 p.m.

You can use placeholders in the signature such as: Sincerely, MyComany Support 123 Main St Anytown, USA On 2/12/2014 12:12 PM, Leah Kelly wrote:

...

Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda ", and the signature is Elizabeth’s as well, not Amanda’s.

How can we fix this or work around?

--------------------------------------------------------------------- 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

-- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carroll@idmworks.com W: www.idmworks.com ------ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

4174

Age (days ago)

4174

Last active (days ago)

List overview

Download

3 comments

4 participants

participants (4)

David Boyes
Gerald Young
James Carroll
Leah Kelly