RE: [otrs] OTRS as an internal help desk system
one would imagine it would really depend on the size of the departments. for a small to medium business you wouldnt see this tool being that great a benefit - other than to create a searchable database for past events. but i would imagine the bigger the organisation the more uses this would have - espically when there are a number of people involved and priorities come into play. i am using it for the helpdesk of an organisation that has a few hundred inquiries a day. hope that helps -----Original Message----- From: Erol YILDIZ [mailto:erol@kemerkoy.k12.tr] Sent: Friday, 8 October 2004 8:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS as an internal help desk system Thanks for the reply. I have a LDAP server running on SuSE which has the authentication information and its has postfix configured to use LDAP, =) I will make OTRS make the customer authentication over LDAP and create the agent accounts myself over mysql and it will be ready to use.. =))
Anybody tried to use OTRS as an internal helpdesk system for a whole company?
Can't say I have..
I mean for example if someone from accounting dep. has a request from IT dep. he send his request throug the web interface of OTRS, if someone from human resources dep. requests something from another department he sends a request from OTRS etc.
Even if nobody uses OTRS for this aim, is it logical to use OTRS this kind?
Aculy sounds very logic.. only need that has to be met in the OTRS system is that the users or in this case Agents have a email-address. You could setup the different departments as customer-groups I suppose ? Ether way.. yes.. sounds like a good idea! Regards, Paddy _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets. It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them. Really, the scenarios are endless and this system is well suited to fill any that I can think of.
Thanks for the reply, and do you solve the hierarcy? I mean is there a head of the IT department who assigns the owners of the tickets to the IT agents which can not change the owner of the ticket etc?
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
Really, the scenarios are endless and this system is well suited to fill any that I can think of. _______________________________________________ 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 oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
otrs-bounces@otrs.org schrieb am 09.10.2004 23:48:30:
Thanks for the reply, and do you solve the hierarcy? I mean is there a head of the IT department who assigns the owners of the tickets to the IT agents which can not change the owner of the ticket etc?
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
Really, the scenarios are endless and this system is well suited to fill any that I can think of.
we solved this problem by not caring to much about the ownership of a ticket. The assignment is done by the generally firstlevel support that moves the ticket to the appropiate queue if e is not able to solve it ad hoc. The queues are organized in a way that there is always min one defined specialized first level agent that has to take care of the issue. If he cannot solve it he may write a notice to the ticket or send a mail to a second level/sometimes external agent that should be able to solve it. Owner of a ticket becomes that one that first writes an answer to it. It is only changed if a technical reasons leads there to (you canot write an answer to a locked ticket of another one etc..) hth, Li
We solved this by adding the agents in to their own groups and then removing
the owner link from the agent group view, we did the same with Preferences
so that agents can't remove themselves from the queues. Bad I know but call
centre agents can be devious :-)
Rudi
----- Original Message -----
From: "Erol YILDIZ"
Thanks for the reply, and do you solve the hierarcy? I mean is there a head of the IT department who assigns the owners of the tickets to the IT agents which can not change the owner of the ticket etc?
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
Really, the scenarios are endless and this system is well suited to fill any that I can think of. _______________________________________________ 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 oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
_______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
otrs-bounces@otrs.org schrieb am 10.10.2004 06:00:24:
I use OTRS exclusively for an internal help desk system. Currently it is limited to IT related requests. So only individuals from the IT department are agents on the helpdesk. The rest of the company is treated as "customers" and they have to use email or the cpanel to create and manage personal tickets.
It would be simple to set up additional departments such as accounting, warehouse, inventory, billing, etc. Just create additional agent groups, add the individuals that should act as agents, and give them training on how to use it. They would only see the tickets that are related to them.
we did it that way and we gave these departments diferent mail adresses so that we can sort the mails on a "by Queue" basis to different incoming queues. In fact in earlier times there were differnet mail Distributors to organize the job, we just replaced them by queues in a ticket system.
Really, the scenarios are endless and this system is well suited to fill any that I can think of. _______________________________________________ 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 oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
participants (5)
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Adam Lee -
Erol YILDIZ -
Rudi Kramer -
Tyler Hepworth -
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