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
[Solved] How to manage tickets with more agents involved
Moderator: crythias
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[Solved] How to manage tickets with more agents involved
Last edited by Paco on 26 Nov 2015, 10:25, edited 1 time in total.
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Re: How to manage tickets with more agents involved
split the ticket.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: How to manage tickets with more agents involved
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
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
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Re: How to manage tickets with more agents involved
Actually, just click split in Ticket Zoom at the article level.
It depends ... if different people need to do different tasks, you could also Master/Slave them.Paco wrote:But then the closing of the initial incident as it happens ?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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