OTRS ITSM change assign to group

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dolefi
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Real Name: Filip Dolezal
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OTRS ITSM change assign to group

Post by dolefi »

Hi, I have a problem with assigning change and then workorder to group instead of to person, as it is something I think that should be possible.
Is there any way to do this (even if changing config files), or there is no way ?

Thank you, Dolefi
jojo
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Re: OTRS ITSM change assign to group

Post by jojo »

thats not possible. But I suggest to use process tickets instead of changes
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crythias
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Re: OTRS ITSM change assign to group

Post by crythias »

The workorder is locked to the Agent assigned to the task, similarly to tickets. Jojo recommends process tickets, likely because it does allow workflows but doesn't require assignment of agent. Therefore the agents assigned to the queue can handle according to normal ticket procedures.
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