Jim, You already received some good feedback.
According your scenario as described, OTRS works straight forward to the way you desire: A 'servicedesk QUEUE' that receives all the cases (possibly also tier-2 reassign back to this Queue), and from there MOVING (reassigning, changing) to the proper specialist queue (tier-2). I think move/assigning to queue will have the desired outcome (no need I think to have a "group agent" to set ownership to (by default), but still this IS an option). You are, as far as I can see, facing some issues with functionality as "locking" and "ownership". A few tweaks may come in handy. Locking ------- The functionality has been previously explained. There are a few settings you could tweak to your needs however. Even to view _always_ the 'locked' state tickets, however this would blur the overview on cases actually needing action from someone- in queue view! There is a script, by the way, to unlock tickets automatically (can be scheduled as needed). You can set the following options, that I think may help you in fine tuning to your needs: As Admin in sysconfig under 'Ticket -> Core::Ticket' # Ticket::EventModulePost###1-ForceStateChangeOnLock: # Ticket event module to force a new ticket state after lock action. # As key you have to define the current state and the next state as # content after lock action. Sets it from 'new' to 'open' by default # Ticket::EventModulePost###1-ForceOwnerResetOnMove: # Ticket event module to reset and unlock the owner if ticket gets moved to another queue. Probably you already have set this - I think you need to! # Ticket::EventModulePost###99-ForceUnlockOnMove: # Ticket event module to force tickets to be unlocked after moving to another queue. This also. # Ticket::ViewableLocks: # Viewable locks. Default: unlock, tmp_lock. What tickets show up in overviews. Like I said before, I would not add locked here... To get a better overview, better use StateView (explained later) or search, or template search. # Ticket::UnlockStateType: # The states for unlocked tickets. # You can unlock tickets with the script "bin/UnlockTickets.pl". This relates to the script that unlockes (as desired; hourly, daily....?) Perhaps also useful: # Ticket::ViewableStateType: # State types for a ticket to display. Your queue owners should I think see open or new cases, and assign them accordingly. If not agents themselves can take ownership (default scenario) StatusView ---------- A very handy button to add next to QueueView, which by default is OFF. Set under SysConfig: Ticket -> Frontend::Agent::ModuleRegistration # Frontend::Module###AgentTicketStatusView: # Frontend module registration for the AgentTicketStatusView # object in the agent interface. # Ticket -> Frontend::Agent::Ticket::ViewStatus Search with templates --------------------- A function also not automatically set, but useful to us: Under Ticket -> Frontend::Agent::NavBarModule # Frontend::NavBarModule###1-Ticket::TicketSearchProfile: # Agent interface module to access search profiles via nav bar. Moving ------ You likely have configured the agent/user profiles who can move_into, or not. You could change the default Move/Change to button behavior: # Ticket::Frontend::MoveType: # The queue selection can be shown in a dropdown list or in a new window. # If "New Window" is set you can add a move note to the ticket. The position of the button/function is odd (and it shifts down). I am still looking into a way to have this button removed, or moved to the default action bar. Moving to a queue could also be done through let's say a 'Note' action. ACL --- For a certain restriction in workflow, not standard handled by OTRS you may want to look into the ACL functionality (e.g. 'Close' not an option in tier-2 queues, Move or possible queues to move to limited to.... customers, agents etc.) gr, Frans > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > James Burk > Sent: woensdag 15 april 2009 20:01 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Queue View and Ticket Owner > > Hello Marco. I apologize if I have over simplified your question. But > this is how my organization creates and work tickets with OTRS. > > Our organization has decided that tier 1 (service desk) and tier 2 > (advanced support groups) are Agents in OTRS. All of these Agents are > assigned to Groups, and each Group is associated with a similarly named > Queue. Our service desk receives calls from users, as most > organizations do, and SD uses client interface Phone-ticket to create > tickets. When they understand what Service is failing they select > that. > We have the Services associated with the support Groups/Queue. The SD > selects the Queue from the "To" field. After all the pertinent > information is completed they Create and an email notification goes to > the user and to the Group to whom the ticket was assigned. The tier 2 > support Group then assigns to a particular Agent within the Group and > they resolve the ticket. > > As I think you know OTRS is also capable of accepting email from users, > and then filters them into the proper Queue. We have decided not to > implement that capability at this time. > > Best regards, > > Jim > > >>> Marco Vannini <[email protected]> 4/14/2009 4:59 PM >>> > It looks quite strange. unless it is not configured something strange > seem that SD sets agents too. Are you able to tell us how they do a > ticket ? they sends email or they use the web interface ? are they > otrs agents or customer ? > > Are you able to tell us how SD opens tickets > > On Tue, Apr 14, 2009 at 10:02 PM, James Burk <[email protected]> > wrote: > > Thank you Marco. > > > > In our installation we have a rule that the Service Desk assigns > > tickets only at the Group level, not the Agent level. That way > "Queue > > Monitors" for the Groups can then assign to the Agents and begin the > > work in progress. As OTRS by default assigns the ticket creator as > the > > owner unless explicitly assigned, how will the queue monitors be able > to > > view the ticket in order to assign? Yes, they will get a > notification > > that a ticket has been assigned to their group, but they won't be > able > > to view the queue. Am I still missing something? > > > > Best regards, > > > > Jim > > > >>>> Marco Vannini <[email protected]> 4/14/2009 3:31 PM >>> > > this is the manner that tickets are managed by otrs. It means that a > > ticket is in "work in progress" by the agent that has taken it. > > > > Listed in the browse windows mean that ticket are not owned by > anyone > > ("waiting to be worked") so not still in "wip" state > > > > On Tue, Apr 14, 2009 at 9:17 PM, James Burk <[email protected]> > > wrote: > >> Thank you Leonardo. You seem to be the only one in the community > > who > >> will answer my questions. > >> > >> It seems, however, the Agent must be the Owner of the ticket for it > > to > >> show up in the Queue. Does this seem reasonable? > >> For example I have a group called security test group and an > > associated > >> queue, security test queue. There are two agents in the group, > > myself > >> and a colleague. When I create a ticket and by default the Owner > is > > me, > >> I can view the ticket. When I create a ticket and assign Ownership > > to > >> my colleague, I cannot see the ticket in the Queue. I can search > > and > >> find it, but it is not visible in the queue for me. > >> > >> Curious, eh? > >> > >> Regards, > >> > >> Jim > >> > >>>>> Leonardo Certuche <[email protected]> 4/14/2009 > >> 12:33 PM >>> > >> Hi there, > >> > >> Go to index.pl?Action=AdminUserGroup and associate each User(Agent) > > to > >> Groups. Then go to index.pl?Action=AdminQueue and associate each > > queue > >> to a > >> Group. When an user has access over a group, he will also have > > access > >> to the > >> queue associated to that group. > >> > >> Greetings, > >> > >> On Tue, Apr 14, 2009 at 10:01 AM, James Burk <[email protected]> > >> wrote: > >> > >>> Hello all. > >>> > >>> I've implemented OTRS ITSM 1.2.3. I've come across a situation I > >> can't > >>> explain. It seems that only the Owner of a Ticket can see that > >> Ticket in > >>> the Queue View. I want all Agents in the Group assigned to a > Queue > >> to be > >>> able to view those Tickets whether they are Owner or not. How do > I > >> do this? > >>> > >>> Thanks and best regards, > >>> > >>> Jim > >>> > >>> > >>> > >> > > > ----------------------------------------------------------------------- > ------ > >>> E-Mail correspondence to and from this sender may be subject to > the > >>> North Carolina Public Records Law, and may be disclosed to third > >> parties. > >>> > >>> > >> > > > ----------------------------------------------------------------------- > ------- > >>> > >>> > >> > > > --------------------------------------------------------------------- > >>> 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 > >>> > >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > >>> http://www.otrs.com/en/support/enterprise-subscription/ > >>> > >> > >> > >> > >> -- > >> Leonardo Certuche > >> 301 284 6250 > >> [email protected] > >> www.itcon-ltda.com > >> Medellín, Colombia > >> > > > ----------------------------------------------------------------------- > ------ > >> E-Mail correspondence to and from this sender may be subject to the > >> North Carolina Public Records Law, and may be disclosed to third > > parties. > >> > > > ----------------------------------------------------------------------- > ------- > >> > >> > > > --------------------------------------------------------------------- > >> 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 > >> > >> NEW! 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