Best practices - Single Point of Contact

Moderator: crythias

Post Reply
ugob
Znuny newbie
Posts: 52
Joined: 29 Jul 2011, 22:15
Znuny Version: 3.0

Best practices - Single Point of Contact

Post by ugob »

Hi,

We're using OTRS 3.3 (about to upgrade to 5) and we're trying to find the best way to work with OTRS in a context of SPOC (Single Point of Contact). This means that the ticket is received by a level 1 person and this person is the only person that is allowed to communicate with the client (requester). Is there anyone that works this way in their environment? We have tried different ways but it's a bit hard. It works well for simple questions (SPOC writes a note to level 2, who answers through a note), but when the level 2 or 3 has something to do about it that can take a few days or weeks, it's hard to follow the tickets because the level 2 (or 3) is not the owner. Now we're trying with a "split", meaning that when level 1 can't manage the ticket, they create a new ticket using the split function. Level 2 or 3 answers the level 1, which in turn answers the client. It's better for stats and ticket management for the level 2-3, but level 1 are complaining that it's longer.

Any ideas/concepts/advice welcome,

Thanks,
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: Best practices - Single Point of Contact

Post by jojo »

SPOC does not mean that only one person will communicate to the customer but that the customer only has one phone number/e-mail address he has to contact.

So OTRS is the SPOC!

A configuration which works well: 1st Agent of a ticket will get responsible (and stay responsible), ticket will be moved to another queue (2nd Level). New Owners can communicate and close the ticket after solving. 1st Level Agent stays in the loop as he is respnsible
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ugob
Znuny newbie
Posts: 52
Joined: 29 Jul 2011, 22:15
Znuny Version: 3.0

Re: Best practices - Single Point of Contact

Post by ugob »

Ok, but what if the business need is to implement something that corresponds to my definition of a SPOC? That is what the business units are asking for here.

Thanks,
EXG133
Znuny expert
Posts: 217
Joined: 06 Aug 2012, 18:12
Znuny Version: 3.1.7 & 4.04

Re: Best practices - Single Point of Contact

Post by EXG133 »

http://doc.otrs.com/doc/manual/admin/5. ... ng-tickets

Depending on what you want you can use Responsible or Watch function.
Post Reply