On Mon, Oct 06, 2003 at 09:31:16AM -0500, Rob wrote: > I am having some problems getting good mental model of a typical ticket > "flow" should be. > > I understand the linking of various system email addresses to queues, so new > requests come into their designated queues. > > After a ticket arrives at the Queue, an agent then does something. That's > where I get lost. > > Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues. The problem is that once you moved a ticket away and permissions are strict you will never ever know if the ticket was being answered or not. We have this problem here atm and I'm thinking in writing a 'bookmark' list which would keep track of which tickets which users moved so that the users will have a chance to see what happend with their tickets. OTOH we used a patched version of OTRS for quite some time where we forwarded tickets from one queue to the other. I liked the idea and it worked pretty much, but Martin decided not to support that in future releases (which are current now). I still might have this patch floating around, so I might send it to you if you are interested, but I bet it doesn't apply to current otrs versions -- Regards, Wiktor Wodecki _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
