Setting queue for ticket when composing answer
Hello all, Our OTRS installation is now nearly finished. But one problem is left. Since we are using the OTRS stats for our reportings to the HQ, i had to define a large amount of queues and subqueues. At the moment we have the following queue structure: Language -> Product -> Type of Problem Our filters are capable of sorting the incoming mails to the proper language queue and proper product sub-queue, but the last sub-queue (Type of problem) has to be set by our agents themselves. Now my question, since it would mean an additional workload, if agents have to categorize all tickets directly. Would it be possible to set the "final" queue when composing an answer? So the agent can simply enter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Many thanks! In 5 Schritten zur eigenen Homepage. Jetzt Domain sichern und gestalten! Nur 3,99 EUR/Monat! *http://www.maildomain.web.de/?mc=021114* [http://www.maildomain.web.de/?mc=021114]
Markus Uelzer wrote:
Would it be possible to set the "final" queue when composing an answer? So the agent can simply en ter a product queue, composing his answer and at the same time he would be able to set the last category.
Do you have any suggestions or hints how this could be performed?
Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. Nils Breunese.
participants (2)
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Markus Uelzer -
Nils Breunese (Lemonbit)