Would tend agree with Nils view. Using addresses for specific classes of incoming message to automatically place those messages in class related queue is a very flexible approach and there is more than one way to implement this for otrs.
The simplest would to create virtual addresses for the otrs account and configure otrs to associate queues with addresses. More complex checks can be implemented using procmail (e.g. Subject or body text pattern matching). Of course people will send to an inappropriate address that will have to be corrected by the agent, but this approach reduces the need of agent to set priorities for incoming requests and allow for the proper use of priorities to handle call escalation. Nils Breunese (Lemonbit Internet) said: > Alexander Scholler wrote: > >> I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a >> * incident >> * service-request, especially >> - change request >> - request for information or education >> (* problem) >> (We currently bypass this missing feature by using priorities like >> 1 - request for info, 2 - rfc/low, 3 - rfc/high, >> 4 - incident/low, 5 - incident/normal. 6 - incident/high) > > I don't think OTRS is lacking anything in this respect. Just create different mail adresses for your different types of requests (who says everyone has the same types you would use?) and put the incoming tickets in different queues depending on to which mail address they were sent. You could add priorities to the mix, but I'd start by using separate queues. Since everyone will have a different setup there isn't any default queue setup that differentiates between > queues, but just a single queue. Just remember that OTRS is used by more people than just people that run a business that is like the one you run. > > Nils Breunese. > _______________________________________________ > 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/ > > _______________________________________________ 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/
