yes, otrs can do this, install ITSM SLM packages. then after create the request ticket. then set the due_date and some other *additional ITSM fields* on action *AgentTicketAddtlITSMField*
and then use EscalationView to sort the tickets. this may be help for you. On Wed, May 13, 2009 at 2:06 AM, Jeremy Adams <[email protected]> wrote: > We are using OTRS to run out Information Technology helpdesk. Part of the > IT department is a functional group known as 'Media Distribution', their > duties include making deliveries of AV/Media equipment to campus locations. > The lead on that group has asked if there is a way to make the tickets in > their queue show in order of the request, not the order in which it was > received. For instance, a request may come in today for a deliver in one > month, then another come in tomorrow for a delivery in one week. Because > otrs orders the tickets on a first come, first serve basis, these tickets > are in the incorrect order -- the second tkt is due before the first. > > any suggestions? > > > > > Jeremy Adams > PC Support Specialist I > Cedar Valley College > 972.860.8086 > > > > > > > --------------------------------------------------------------------- > 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/ > -- Jeffery ___ /\__\ "What is the world coming to?" \/__/
--------------------------------------------------------------------- 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/
