Hi all, I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step. There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ? Thank you in advance. MV
Hi. The genuine purpose of a ticket system is to provide handling of interdepartment requests. So why not one installation and a proper queue setup with specific access permissions? I don't get the point where you need a separate installation. Greetz Daniel -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together Hi all, I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step. There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ? Thank you in advance. MV _______________________________________________ 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
You are right...
in my case you loose the state of the ticket too that is really bad...
but in a large environment could be usefull having at least some
delegated admin that manage at least groups of agents and/or clients
or other. Than, there could be global queue and intra/specific
queue/configuration.
Try to think at a worldwide company usage where tester are in Romania,
develop in India, application support in Italy and dba in Spain and so
on... tester open me (application support) a ticket for a fault, than,
after my analisys I need to send it to Spain (dba) where I don't know
how they wants to be organized, so, since I see that the ticket is in
Spain for me its ok but I cannot manage their conf.
An oEtrs (Open Enterprise Ticket Request System) ? :D :D
On Wed, Jan 14, 2009 at 12:14 PM, Obee, Daniel
Hi.
The genuine purpose of a ticket system is to provide handling of interdepartment requests. So why not one installation and a proper queue setup with specific access permissions? I don't get the point where you need a separate installation.
Greetz Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together
Hi all,
I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step.
There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ?
Thank you in advance.
MV _______________________________________________ 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 _______________________________________________ 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
In such a huge enviroment it would absolutely make sense to have a dedicated admin who takes care the ticket system (OTRS or not) works as intended worldwide. Thus I don't see the merits of a multi-instance setup. Better to have a good chat with the different departments and create a substantial system.
My last setup was a 4 Dept + 2 external call centre setup (ca. 200 agents in 3 companies and two countries) and it was merely a 2-3h/day job to maintain the thing. Worked out pretty well though.
Greetz
Daniel
-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini
Gesendet: Mittwoch, 14. Januar 2009 12:43
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] multiple installation linked together
You are right...
in my case you loose the state of the ticket too that is really bad...
but in a large environment could be usefull having at least some
delegated admin that manage at least groups of agents and/or clients
or other. Than, there could be global queue and intra/specific
queue/configuration.
Try to think at a worldwide company usage where tester are in Romania,
develop in India, application support in Italy and dba in Spain and so
on... tester open me (application support) a ticket for a fault, than,
after my analisys I need to send it to Spain (dba) where I don't know
how they wants to be organized, so, since I see that the ticket is in
Spain for me its ok but I cannot manage their conf.
An oEtrs (Open Enterprise Ticket Request System) ? :D :D
On Wed, Jan 14, 2009 at 12:14 PM, Obee, Daniel
Hi.
The genuine purpose of a ticket system is to provide handling of interdepartment requests. So why not one installation and a proper queue setup with specific access permissions? I don't get the point where you need a separate installation.
Greetz Daniel
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together
Hi all,
I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step.
There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ?
Thank you in advance.
MV _______________________________________________ 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 _______________________________________________ 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
_______________________________________________ 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
All of the comments aside, OTRS does have some functionality for multi-server setups. A 'server instance' is included as apart of the default ticket scheme. I have not used or activated it, so know little of how it functions. About 2 years ago a thread discussed this so you may be search the archive for details. gl, Q
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together
Interesting, I'll investigate on and I'll try to do some test... If
I'll find anything interesting I'll post it !
thank you.
MV
On Wed, Jan 14, 2009 at 9:04 PM, LQ Marshall
All of the comments aside, OTRS does have some functionality for multi-server setups. A 'server instance' is included as apart of the default ticket scheme.
I have not used or activated it, so know little of how it functions. About 2 years ago a thread discussed this so you may be search the archive for details.
gl, Q
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 14. Januar 2009 12:09 An: User questions and discussions about OTRS. Betreff: [otrs] multiple installation linked together
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participants (3)
-
LQ Marshall -
Marco Vannini -
Obee, Daniel