Lars Jørgensen wrote:
I would just solve this without setting up separate queues for Adam
and Eve. Why not just use one queue and let the supervisor assign
tickets to either Adam of Eve?
I have thought of that but I think the supervisor lacks the visual
status of who is doing what.
By creating a sub-qeueue for each agent it is very easy to see who
has tickets, how many they have, get a nive view of their workload
and so on.
Would this be just as easy if I only use a Helpdesk queue and assign
ownership of tickets? Would each agent easily be able to view his
own tickets?
Yes. An agent can click 'Locked tickets' in the upper right to get a
list of the tickets he/she is working on. And if you enable the Status
View module the supervisor can use that to get an overview of who is
working on what.
Nils Breunese._______________________________________________
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 or consulting for your OTRS system?
=> http://www.otrs.com/
