Really should have used 'reply to all' ... Quoting Eric Veltman :

Hello Oliver,

I'm not an OTRS expert yet, but I think you can best do this with a generic agent. A generic agent is a "job" that runs periodically. If I remember correctly, you can configure the time interval, filter which tickets get processed by the generic agent and the action the generic agent must perform, f.i. moving the selected tickets somewhere. You can find the generic agent stuff somewhere in the admin section.

Another option would be to do this with event handlers, but that would require some programming. OTRS has very clean code with classes that expose many events that your modules can capture and act upon.

Best regards,

Eric

Quoting Oliver Buckie :

...

Dear All

I am trying to define the workflow for my Support Dept. & Accounts Dept. agents. All successfully closed tickets need to be billed to the customer. What's the best way of doing this using OTRS?

One idea, when Support agents close a call, the ticket could be auto assigned to a "billing" queue so that our Accounts Dept. can monitor this queue and create bills from closed calls.

Another idea is to get Support agents to move the ticket from one queue to another (from "Support" to "Billing"), but knowing my agents they are more likely to use the "close" link!

I need to somehow capture all closed tickets so that Accounts can bill customers. What's the best way of me doing this? Any ideas you have would be really appreciated.

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