Tickets dispatcher

[Gendalf]

Colleagues, can i realies the scenario in OTRS:
1. customer create a ticket
2. the dispatcher of the agents recieve the ticket, analyse it, communicate with the customer and then assign the ticket on the selected agent
3. agent recive the ticket and execute the ticket, communicate with the customer, close the ticket
4. customer confirm the ticket closure

Thanks for the answers...

P.S. sorry for my English

[crythias]

Yes. Although "Customer confirm closure" is probably not necessary.

[Gendalf]

I can implement this scenario with OTRS alone or i need additional to install a ITSM module?

[crythias]

OTRS alone is adequate.