Hi, all.
I'm wondering if there is anyone in this mailing list who has used OTRS
to accomplish the following functionalities:
1. Customer sends in his/her problem via email to OTRS which creates a
ticket in the system.
2. Agent reads the ticket and assigns a sub-contractor through OTRS to
go on-site to work on the problem.
3. Sub-contractor receives notification from OTRS with details and
proceeds to work
4. When the sub-contractor completes the task, he replies back to OTRS
to report job done.
5. Agent receives "job done" notice from sub-contractor and replies to
customer and/or closes the original ticket.
I will appreciate if someone can share with me on how I can achieve the
above with OTRS with all communications revolving around the original
ticket that is initiated by the customer.
Thanks in advance,
Michael.
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