Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian
Damian Williams wrote:
Sorry to lower the tone and ask a really simple question but I have looked for the answer and can’t find it.
I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I’d still want further escalation if a query isn’t answered within a set time.
Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the ‘timetable’.
You might be able to set up GenericAgent jobs that do this: http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese.
I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian
Thanks for that Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time. Peter's suggestion of doing it from outside OTRS sounds interesting but a bit beyond my abilities. Could you set a script to run every 5 min and change the owner of the ticket to a specific person depending on what time of day it was? Damian From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: 11 February 2008 11:23 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature Question I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian
Damian Williams wrote:
Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time.
You could run the jobs when the shifts change. Any tickets left from the afternoon shift could be re-assigned to the evening staff at a particular time for instance. To automatically assign the tickets to agents based on the time of day you could use PostMaster filters: http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-filter Nils Breunese.
Or you create the tickets in a General Staff queue and create 3 jobs and let : GenericAgent job 1 run every 10 minutes from 05h (?) till 12h and move the tickets to Staff 1 queue GenericAgent job 2 run every 10 minutes from 12h till 18h and move the tickets to Staff 2 queue GenericAgent job 3 run every 10 minutes form 18h till 05h and move the tickets to Staff 3 queue Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Nils Breunese (Lemonbit) Verzonden: maandag 11 februari 2008 17:31 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Feature Question Damian Williams wrote:
Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time.
You could run the jobs when the shifts change. Any tickets left from the afternoon shift could be re-assigned to the evening staff at a particular time for instance. To automatically assign the tickets to agents based on the time of day you could use PostMaster filters: http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-filter 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/
Do you use mysql 5? Regards, Peter Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Damian Williams Verzonden: maandag 11 februari 2008 17:09 Aan: 'User questions and discussions about OTRS.org' Onderwerp: RE: [otrs] Feature Question Thanks for that Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time. Peter's suggestion of doing it from outside OTRS sounds interesting but a bit beyond my abilities. Could you set a script to run every 5 min and change the owner of the ticket to a specific person depending on what time of day it was? Damian From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: 11 February 2008 11:23 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature Question I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian
participants (3)
-
Damian Williams -
Nils Breunese (Lemonbit) -
Peter van Beugen