IMHO, this is one of the arguments for structuring queues based on a service type, rather than an individual, but...
If you've structured things with one queue per person, isn't this what you WANT to happen (the original person maintains the overall responsibility for the ticket, and the other person is acting on their behalf)? You want the responses to go back to the original owner so they get the info on actions taken on their behalf. If not, then have the stand-in person (Amanda) move the ticket to her own queue, update/work it, and transfer it back to Elizabeth when she has returned. That way there is an explicit chain of custody/responsibility, and it's clear that Amanda is the responsible person while Elizabeth is out. The end customer will have to deal with the change in email address for issue correspondence while Amanda is in charge of Elizabeth's stuff, but that's a logical consequence of how you've set up your queues. > Since signatures and email addresses are connected to queues, it's not so > easy to work another person's queue when somebody is out. For example, > when Elizabeth is out, Amanda works Elizabeth's queue. Amanda tries to > reply to the customer, and the email says "Amanda > <elizab...@domain.com>", and the signature is Elizabeth's as well, not > Amanda's. > > How can we fix this or work around? --------------------------------------------------------------------- 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
