All, I have tried to figure out if it is possible to assign the ticket to an individual user rather then a queue. In our case, we would like a dispatcher to look at the list of incoming messages (i.e. Raw Queue) and then assign them to technicians based on responsibilities and knowledge. Of course I can make a queue for each user, but I think that would be silly. Is there a different way? ------------------------------------ Alex Vishnev CTO avishnev@optonline.net 121 Varick St NYC, NY 10013 tel: (732) 360-0296 mobile: (732) 763-6388 ------------------------------------
On Friday, August 13, 2004 11:42 PM
Alex Vishnev
I have tried to figure out if it is possible to assign the ticket to an individual user rather then a queue. In our case, we would like a dispatcher to look at the list of incoming messages (i.e. Raw Queue) and then assign them to technicians based on responsibilities and knowledge. Of course I can make a queue for each user, but I think that would be silly. Is there a different way?
This is not the way OTRS is meant to work. Tickets are viewable because of the queue they belong to and the lock state they are in. This points towards team-work. hth, Robert Kehl
participants (2)
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Alex Vishnev -
Robert Kehl