[Solved] How to manage tickets with more agents involved

[Paco]

In my company some tickets can involve multiple agents concurrently. For istance to repair a broken Server, it may require the participation of systems engineers hardware, systems engineers software and systems engineers network. Any idea on how we can manage these ticket?

Regards/ Francesco

[crythias]

split the ticket.

[Paco]

Thanks crythias,

obviously a ticket Cross-departmental can not have more agents and must be spliced ​​in independent tickets.

I think you are referring to this:

http://www.otrs.com/otrs-business-solut ... ket-split/

But then the closing of the initial incident as it happens ?

Regards/Francesco

[crythias]

I think you are referring to this:

this

Actually, just click split in Ticket Zoom at the article level.

But then the closing of the initial incident as it happens ?

It depends ... if different people need to do different tasks, you could also Master/Slave them.

[Paco]

Thanks!