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.
OTRS Workflow with multiple levels
Moderator: crythias
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- Znuny wizard
- Posts: 380
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
- Real Name: Alexey Yusov
- Company: Radiant System Group s.r.o
- Location: Prague
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Re: OTRS Workflow with multiple levels
Hello,
Just use Queues with groups and assign agents in the proper groups.
Just use Queues with groups and assign agents in the proper groups.
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?