proceed it, answer it, close it, be happy :-)
On Wed, Oct 08, 2003 at 09:33:59AM -0500, Rob Dewhirst wrote:
>
> > you can setup multiple aliases for the otrs account and assign those
> > email addresses to queues. Once a mail arrives in one queue you can move
> > it to others (for example, escala
> you can setup multiple aliases for the otrs account and assign those
> email addresses to queues. Once a mail arrives in one queue you can move
> it to others (for example, escalate it to 2. level support, etc.)
I understand I can do this.
Once a ticket arrives in whatever queue its supposed t
On Tue, Oct 07, 2003 at 05:22:04PM -0500, Rob Dewhirst wrote:
>
> > > Is there a flow chart or outline of a typical ticket flow?
> >
> > it is intended to move tickets between queues.
>
> So I have my single OTRS address set up to go to the RAW queue.
>
> Once its there, what would be the standa
> > Is there a flow chart or outline of a typical ticket flow?
>
> it is intended to move tickets between queues.
So I have my single OTRS address set up to go to the RAW queue.
Once its there, what would be the standard thing to do? Move it to another
queue?
__
On Mon, Oct 06, 2003 at 09:31:16AM -0500, Rob wrote:
> I am having some problems getting good mental model of a typical ticket
> "flow" should be.
>
> I understand the linking of various system email addresses to queues, so new
> requests come into their designated queues.
>
> After a ticket arri
I am having some problems getting good mental model of a typical ticket
"flow" should be.
I understand the linking of various system email addresses to queues, so new
requests come into their designated queues.
After a ticket arrives at the Queue, an agent then does something. That's
where I get
