2 x OTRS - interaction - implementation

[tola91]

Hi all,


Situation:

- One company
- Two departments responsible for managing different (separate) types o cases from customers (like: one department responsible for cars repairs, second for building roads)
- Both departments CAN (but don't have to) work with the same set of customers (like: customer wants to repair a car and have a new road)
- Very often one department asks second for help / opinion (like: If we build that road like that, will it break that car?)

My question:
What's the best way to implement it? I've got only two ideas (maybe you've got sth better...)

1 idea:
- Implement 2 OTRS systems, totally independent

Pros:
- Easy
- Total separation of cases (In case I don't want car department to see data used by road department)

Cons:
- Interaction between two OTRS systems will produce strange e-mail with loooong Subject (2 OTRS tickets, text, possible 3rd party external Ticket....)

2 idea:
- Implement 1 OTRS system for both departments

Pros:
- Great workflow controll
- Only one system
- Shared customer DB

Cons:
- Lots of configuration
- Lots of possibilities to make a mistake
- I don't even know, if OTRS has enough of options around Agent permission to queues / tickets to do that

What do you think?


Regards,
Tola

[Charmacas]

I would definitely recommend the second idea! It's the only way in my opinion.

[tola91]

Any suggestions on how to design privilege model in two department scenario? ACLs? Groups?

Any baseline suggestions?

Hilfe!!!

[root]

There is not enough information. I suggest that permission are the first topic you should work on.

Department A => Queue A => Group A
Department B => Queue B => Group B

This results in permissions for an agent from A: Group A rw, Group B move_into and vice versa

[alexus]

2 idea:
- Implement 1 OTRS system for both departments

Yes!

Pros:
- Great workflow controll
- Only one system
- Shared customer DB

and more PROs ....

Cons:

- Lots of configuration

I disagree especially in comparison with the "Idea 1"

- Lots of possibilities to make a mistake

Why? You just need to create clear processes for ticket categorization and routing

- I don't even know, if OTRS has enough of options around Agent permission to queues / tickets to do that

OTRS provides provides flexible configuration for role or group based access to tickets and options.