Hi,
> I want to assign tickets to set of users so that any one among them can
> pick up the same. I went thorough the manual and not able to find any
> method. I am looking for help on this problem from some one who had
> worked on this.
up to now we use ticket-queues to categorize tickets, e.g. this could be
a queue-structure.
Client
HW
SW
Standard-App
Special-App
Server
Network
Account-Mgmt
These queues doesn't have to represent different support-groups which
work on the tickets assigned to a special queue. But up to now, this is
no problem for use because only one support team (with full
access-rights) work with OTRS.
In the future, we wan't to expand the OTRS-usage among other teams.
So we will use the queues to assign the ticket to a special support
team. The queue-structure could then reflect the IT-organisation, e.g.
1st level support
Standard-App-team (regardless whether client or server)
Special-App-team/CAx-team
Network-team
IT-Management
Now, it's possible to restrict access to specific queues (through
agent-rights and ACLs). A ticket can be assigned to a queue and any
member of that queue/team can pick up the ticket.
The still necessary categorization could be implemented with
ticketfreekey/-value with drop-down-menues.
You now also can define (more or less simple) workflows with ACLs.
Bye, Alex
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