We do it a little bit differently over here. We use some of the OTRS::ITSM functionality. Each queue is the name of a technician or support personnel. New emailed tickets are sent to the Misc queue and moved by the Admin to the responsible tech's queue depending on the issue. He will also assign the ticket a Type and a Service. We don't use Owner or Responsible fields, since both are taken care of by the name of the queue the ticket is in. Only Pending tickets are locked, then moved back into the queue when the pending date arrives. We are a little more casual in that there is no accounting of what a tech is working on right this minute via OTRS, unlike with Dave Wojciechowski's method. We are just assumed to be working on the tickets in our queue, ideally the most important first. It was an easier interface for us techs because the default index.pl is our ticket queue and we get notified immediately when a new ticket is assigned to us. Still working bugs out though.
Kurt O'Connor Linn State Technical College [EMAIL PROTECTED] 573-897-5275 ---------------------------------------------------------- -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dave Wojciechowski Sent: Thursday, October 25, 2007 9:27 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] New to OTRS The way I have it setup with my techs, is that when they pick a ticket out of the que or open a ticket they are responsible for that ticket. There is no unlocking the ticket and dropping it back in the queue, if they are off the next day or need to leave they are responsible for handing that off to a new person via the owner feature. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Craig Meirick Sent: Thursday, October 25, 2007 12:02 PM To: otrs@otrs.org Subject: [otrs] New to OTRS Hi, I am a Helpdesk/PC Support tech at a small community college and am testing OTRS to see if it would work for a better solution to our helpdesk. I have installed it on our web server and have it running. I have been testing it to see what user/group/queue configuration would work best for us. We have a staff of 9 in our Information Services department that will be using this, of which 4 of us will be using the most often from the helpdesk. We operate with one person on helpdesk at a time and switch people every three hours for 12 hours of the day. The person on the helpdesk at the time is responsible for every ticket they create to see that they are closed. My question- Is there anybody out there with a similar setup that has been able to use OTRS effectively that could send me advice or any helpful tips that have been proven helpful according to user/group/queues? _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system? =http://www.otrs.com/ NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
