Kris Jacobs wrote:
Incident Monitor example:A support request is opened by Agent A. Agent A is the owning resource.Agent A does whatever to work the request - removes it from the HelpDesk Queue to his personal queue. He probably takes ownership and assignment of the request. In IM those are two separate properties of any given request.
In OTRS agent A would just lock the ticket, which happens by default if he creates the ticket, so there is nothing special that agent A needs to do.
Agent A works the request, and comes to a logical stopping point - perhaps he solicited the user for some more information, that's very common.The user calls in the next morning, and gets Agent B. Agent B asks the user for her request #, Agent B pulls the request, sees that Agent A has assumed responsibility for the request and has done some work on it, and that Agent A has solicited some more info from the customer.The customer communicates the more info to Agent B, and Agent B can do two different things at this point: 1. Record the additional info in the request & move on - as soon as Agent A returns to the system he'll see that entry by Agent B. Agent A picks up where he left off when he returns to the system, armed with the additional info recorded by Agent b.2. Record the additional info in the request and assume assignment, working the request to resolution. Agent A retains ownership, but Agent B has assumed assignment. The system will continue to notify Agent A (because he owns the request) of progress made to the request, up to and including the point where Agent B resolves and closes it.Number Two happened a lot: it was very important to maintain a smooth transition in the customer-facing aspect of the request management system. Agent B was able to easily pickup the ball and carry the request to completion, and Agent A still had visibility of the request from the point he asked for more info from the customer/user.
If agent A was not available to work on the ticket, agent A should have unlocked the ticket before going home. Or you'd have to setup OTRS so your agents have permission to change the owner of the ticket.
I feel like I'm talking a completely foreign language here - the terms and processes between OTRS and what I'm used to I think accomplish the same things in very similar ways, but I am having trouble drawing the parallels.
If you feel OTRS is not able to do what you need, maybe OTRS isn't for you. I'm a happy user and I think OTRS is a pretty flexible and configurable system and a lot of the default behavior can be changed to suit your needs. Be assured that we're only trying to help you get comfortable with OTRS.
Nils Breunese.
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