Alexander Scholler wrote-
Alexander Scholler wrote:
I think that the current OTRS-implementation lacks the
distinction of incoming requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missing feature by using priorities like
1 - request for info, 2 - rfc/low, 3 - rfc/high,
4 - incident/low, 5 - incident/normal. 6 - incident/high)
I don't think OTRS is lacking anything in this respect. Just
create different mail adresses for your different types of
requests (who says everyone has the same types you would use?) and
put the incoming tickets in different queues depending on to which
mail address they were sent.
This means that the customer has to decide whether he has a change
request or incident. I think a "normal customer" definitely can't
do that - often it's difficult for agents to classify an incoming
ticket.
Then just use one incoming queue (and mail address) and let agents
move tickets into the correct 'internal' queues.
You could add priorities to the mix, but I'd start by using
separate queues.
My opinion is that queues should be used to categorize the tickets
e.g. Server, Client, Printing so that these queues can be used
* to analyze where requests appear
* to let experts work on their queue(s)
* to define ACLs on queues (if a big OTRS-installation is in place)
In my setup I have queues for Sales, Support, etc. which lets the
right people work on the right tickets and sends out notifications to
only the right people etcetera.
Continuing your argumentation results e.g. in the following queues:
* server
- rfc
- incindet
* client
- rfc
- incident
No, I would create an RFC and an incdident queue, not a toplevel
Server and Client queue. But hey, it's all up to you. OTRS is pretty
flexible.
Nils.
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