At our company we use the queues to do this. You can create sub-queues as well, and if you have agents that don't have skill/expertise in a particular area, then they can deselect that queue as one of their 'My Queues' so that they can focus on just the tickets that they can be of help on.
You can create multiple levels of subqueues, as you describe. Josh Scott Systems Support Manager SourceDirect.com On Nov 9, 2007 3:37 AM, Simon Adams <[EMAIL PROTECTED]> wrote: > Hi chaps, > > I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main > issue at the moment is regarding, what I would call, subfields. What I've > done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as > 'SubTicketType'. For example, for an IT helpdesk for a company, you might > have TicketTypes 'Network Connectivity' and 'Printer Support'. > > Now, you would obviously want the SubTicketTypes to be dependant on what > is selected for TicketType. Is there any way to get OTRS to filter what is > show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? > Ideally I would also then like to add 'FaultType' that is dependant on > 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: > > TicketType --> SubTicketType --> FaultType --> SubFaultType > > Many thanks in advance, > > *Simon Adams* > *Parallel - Third time winner of Network Professional of the Year* > > ********************************************************************************* > Privileged/Confidential Information may be contained in this > message. If you are not the addressee indicated in this message > (or responsible for delivery of the message to such person), you > may not copy or deliver this message to anyone. In such case, you > should destroy this message and kindly notify the sender by reply > email. Please advise immediately if you or your employer do not > consent to Internet email for messages of this kind. Opinions, > conclusions and other information in this message that do not > relate to the official business of Parallel shall be understood > as neither given nor endorsed by it. > Unless agreed otherwise by way of a signed agreement, any business > conducted by Parallel shall be subject to its Standard Terms and > Conditions, which are available upon request. > > ******************************************************************************** > > _______________________________________________ > 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/ >
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