Tickets allocation with a queue
Hi all, I created a queue with 3 users(agent) in OTRS. Now, every people get the ticket notification once the ticket comes. Can anyone tell me how to allocate the inbound tickets to different users by round robin or other mechanism? Thanks. David _________________________________________________________________
Hi, appreciated if any body can advise if OTRS has ticket distribution function within a queue. Thanks. From: david.eco@msn.comTo: otrs@otrs.orgDate: Wed, 12 Nov 2008 23:31:32 -0500Subject: [otrs] Tickets allocation with a queue Hi all,I created a queue with 3 users(agent) in OTRS. Now, every people get the ticket notification once the ticket comes. Can anyone tell me how to allocate the inbound tickets to different users by round robin or other mechanism? Thanks. David Win a trip with your 3 best buddies. Enter today. _________________________________________________________________
Tickets dispatching is a necessary feature for a ticketing system. Human intervention is not a option for most of circumstance. I don't how do you handle this issue on OTRS.
From: itlj@gyldendal.dk> To: otrs@otrs.org> Date: Fri, 14 Nov 2008 18:39:12 +0100> Subject: Re: [otrs] Tickets allocation with a queue> > Den 14/11/2008 kl. 16.10 skrev David Eco:> > > Hi, appreciated if any body can advise if OTRS has ticket > > distribution function within a queue.> > It hasn't. Either let your agents assign tickets by themselves or have > a supervisor do it for them.> > > -- > Lars> _______________________________________________> 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
Den 18/11/2008 kl. 16.29 skrev David Eco:
Tickets dispatching is a necessary feature for a ticketing system. Human intervention is not a option for most of circumstance. I don't how do you handle this issue on OTRS.
OTRS is not meant to be used that way, I believe. Maybe you should try and look at RT, if you're in a product evaluation phase now. -- Lars
Lars, I just installed a RT for evaluation according to your advice. By default, RT doesn't have tickets dispatching too. It doesn't even have other basic functions OTRS does. It has to be done by programing the perl scripts which is more complicated. But the interface of RT looks nice and it seems much faster than OTRS. David
From: itlj@gyldendal.dk> To: otrs@otrs.org> Date: Tue, 18 Nov 2008 20:17:38 +0100> Subject: Re: [otrs] Tickets allocation with a queue> > Den 18/11/2008 kl. 16.29 skrev David Eco:> > > Tickets dispatching is a necessary feature for a ticketing system. > > Human intervention is not a option for most of circumstance. I don't > > how do you handle this issue on OTRS.> > OTRS is not meant to be used that way, I believe.> > Maybe you should try and look at RT, if you're in a product evaluation > phase now.> > > -- > Lars> _______________________________________________> 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
participants (3)
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David Eco -
David Lin
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Lars Jørgensen