On Wed, Mar 19, 2003 at 06:50:48PM +0100, Wiktor Wodecki wrote:
> > I think x-headers is general ok but it should not be possible to "move"
> > tickets from queue A to queue B by forwarding a ticket.
>
> I don't want to move them. what we did is to make virtual SLA's between our
> divisions; CustomerCare opens a Ticket in the Operations queue. If
> Operations can't fix it they open a Ticket in the development queue. So
> every group is a customer of an other group. We do this by forwarding Tickets.
The technical problem what I see is "[Ticket: 123]". You can't work with
two ticket hooks in one ticket.
> > IMO: OTRS must block ticket forwarding and bouncing to local otrs system
> > addresses.
>
> eeek! This would destroy our work-flow :-)
> So how would you handle ticket traversal? Simply always move the ticket
> around? This would work, but if a ticket dropped down till development
> and the customer would call customercare they'd have to look in other
> group's queues. This makes the whole permission set pointless.
>
> I'm curious :-)
The problem what I also see is you have two or more tickets for one problem.
-=> If the customer is calling the customercare then they can't give
more info like 'the ticket is waiting for info of the development
department'. The customercare agent can't browse through the notes
of the other departments.
I would put each agent ot all groups 'read only'. So the customercare
can't work on the development tickets (but see and search). And the
customercare agent can see the current ticket owner and phone them for
more info...
I hope this is matching your requirements.
> Wiktor Wodecki
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Old programmers never die. They just branch to a new address.
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