OTRS Workflow with multiple levels

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tomp
OTRS newbie
Posts: 16
Joined: 29 Aug 2018, 11:04
OTRS Version?: 6.0.8

OTRS Workflow with multiple levels

Post by tomp »

Hello, I have a question on how to apply some requirements to OTRS.

Single email address/mailbox is used for all communication (incoming/outgoing).

Here is the hierarchy I'm trying to reproduce:

Level 1 (single company):
- Managers: They create or assign tickets to the right Level 2 Manager.
assign, create, close tickets
- Agents: They create or assign tickets to the right Level 2 Manager.
assign, create, close tickets
Level 2 (multiple companies):
- Managers: they get tickets from Level 1 Managers and should assign them to their agents to handle them.
assign tickets to their agents
Level 3 (agents of a specific Level 2 Company):
- Agents: handle the tickets from their superior Level 2 Managers
answer, add notes

Workflow:
Ticket emails arrive (or are created by the Level 1 guys) in OTRS, the Level 1 guys (Managers and Agents)
assign them to the contractors (Level 2 Managers), which then assign them to their coworker agents in Level 3.
The Level 3 Agents work the tickets and then somehow mark them ready for their Level 2 superiors, which in
case of success, assign them to Level 1, Level 1 close the tickets because they are done.

Level 1 should always be able to access the ticket even if they are assigned to Level 2 (and possibly level 3) and
Level 2 should always be able to see tickets in level 3 care. (the hierarchy goes down BUT not up, level 3 shouldn't
be able to see tickets in level 2 (even are completion and having them assigned back one level above).

Please point me in the right direction on how to apply this to OTRS.

alexus
OTRS expert
Posts: 299
Joined: 20 Sep 2010, 16:54
OTRS Version?: ITSM 6.0.22
Real Name: Alexey Yusov
Company: Radiant System Group s.r.o
Location: Prague
Contact:

Re: OTRS Workflow with multiple levels

Post by alexus »

Hello,

Just use Queues with groups and assign agents in the proper groups.
Alexey Yusov

Production: OTRS ITSM 6.0.22 on CentOS 7 x64 Linux with MySQL
Tested: OTRS ITSM 5.0.14
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