Friends,
Can anyone recommend any other option?
Greetings,
Kusumba S
Hi,
You
have to give at least create permission to user A on group Q1 and then
you could enable watch feature. Subscribing to a ticket (the newly
created one) you can monitor its status there.
HTH
MV
On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba <[email protected]> wrote:
>
>Dear All,
>
>By now, I have implemented OTRS by over 80% in replacement of existing RT
>system. This is my third question to the list:
>
>Is there a way where Agent "A" can raise a ticket on "Q1" ("A"
>could be a member or not of Group "Q1" managing Queue "Q1)) from within
>the OTRS agent interface and monitor the same from OTRS agent interface
>itself.
>
>It so happens many times that a user within the company may need to
>raise ticket on other department, say "computer helpdesk", and monitor
>the same... ofcourse, in the current system, one needs to monitor his
>ticket from "customer" interface. Instead if the agent (employee) is
>able to view / monitor the same from his own (being agent) interface, I
>think that will be wonderful and OTRS will stand one more step ahead of
>any other Ticket tracking system.
>
>Please help me in achieving this if there is a way already.
>
>Greetings,
>
>Kusumba S
>
>
>________________________________
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