Assign ticket to multiple users

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laylawan
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Assign ticket to multiple users

Post by laylawan » 17 Apr 2018, 08:10

Hi everyone,

I would like to assign a ticket to multiple users to respond on it. For example, a customer provide some comments to us and different department will need to respond the customer, how should I do in this case?

I have tried to use split ticket to different users but it will create many tickets, which is quite confuse. So I would like to see if there is other options.

Thanks a lot!

Layla

root
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Re: Assign ticket to multiple users

Post by root » 17 Apr 2018, 08:14

Hi,

The agents should answer one by one and pass over the ticket to the next agent. Multiple owners at the same time are not possible.

- Roy
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laylawan
OTRS newbie
Posts: 7
Joined: 06 Apr 2018, 11:24
OTRS Version?: Version 6

Re: Assign ticket to multiple users

Post by laylawan » 17 Apr 2018, 08:21

Hi Roy,

If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?

Thanks,
Layla

root
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Re: Assign ticket to multiple users

Post by root » 17 Apr 2018, 10:59

HI,

Then I recommend using services and notify the agents with assigned "My Services"

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

laylawan
OTRS newbie
Posts: 7
Joined: 06 Apr 2018, 11:24
OTRS Version?: Version 6

Re: Assign ticket to multiple users

Post by laylawan » 18 Apr 2018, 08:44

Hi Roy,

How can I leverage the service function to fulfill the request? Could you please kindly elaborate more?

Thanks,
Layla

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sameer615
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Re: Assign ticket to multiple users

Post by sameer615 » 18 Apr 2018, 09:46

laylawan wrote:Hi Roy,

If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?

Thanks,
Layla

There's one alternative that may help you ,

I would suggest to create a new queue, now assign this queue to agents who you want to and then create generic agent, which will detect assigned tickets and use ticket notification setting to notify agent

laylawan
OTRS newbie
Posts: 7
Joined: 06 Apr 2018, 11:24
OTRS Version?: Version 6

Re: Assign ticket to multiple users

Post by laylawan » 18 Apr 2018, 10:04

sameer615 wrote:
laylawan wrote:Hi Roy,

If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?

Thanks,
Layla

There's one alternative that may help you ,

I would suggest to create a new queue, now assign this queue to agents who you want to and then create generic agent, which will detect assigned tickets and use ticket notification setting to notify agent

Thanks Sameer, but it may not work because I need to know who has respond to the ticket. Sometimes User A,B and C need to respond to Ticket 1 and sometimes User A,D,E need to respond to Ticket 2.

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