Vertical Support Levels

[smuwanga]

Hi All,

How can I implement a hierarchical structure of support levels in OTRS?

I have done some little work-around, but one issue still stands(an agent is the destined queue cannot view the ticket that came through email).
I have 3 levels, namely;
-Customer Support as level 1
-Junior Tech Support as level 2
-Senior Tech Support as level 3

Business Rules(or Constraints)
-Customer Support: can create and close tickets
-Junior Tech Support: can reply to tickets
Can also forward tickets to seniors
-Senior Tech Support: can reply to tickets from Junior
-Customers are not meant to receive emails from Technical Support

Work done so far;
- I have 3 mailing lists from MS Exchange. I have an email address otrs-support@mycompany.com added to each mailing list.
A queue has been created with a corresponding group.
Users also have roles based on the group each queue belongs.

A level 1 agent creates an email ticket, and sends it to level 2 by specifying the email address of the mailing list.
Level 2 agents receive notifications in their mailboxes. When a level 2 agent goes to OTRS profile, s/he cannot see the ticket.

Could it be that my filter is wrong?
What can I do to get the process right? ACLs?
Will be happy to hear from you all.

Graphical illustration of the above is attached herein.
Regards,
Simon.

[crythias]

group membership.

[smuwanga]

Thanks Crythias for the response.

Am using LDAP. The 'To Customer' field in the create email ticket form displays the address of the mailing list. OTRS seems to look at the recipient as a customer.
On checking in the System-Logs, the ticket is filtered as a follow-up article. So it goes back to the sender.

Am thinking like this:
We change the "To Customer" to display "Destination Queue".
NB: Destination Queue=The queue an agent has right to MOVE-TO only.

Any documentation on how that can be achieved? Could be groups, but how to do it?

Regards,
Simon.

[crythias]

Can you please summarize your requirements in some sort of easy-to-understand thing? If you brought this as you have written to your mother or a senior executive, what would they ask next? What problem are you trying to solve? What did you try? What is it doing? What do you want it to do?

[smuwanga]

Thank you Crythias.

Requirements:
We support customers with different needs. Our organisation of support is hierarchical as follows(Level 1, Level 2 and Level 3).

When a customer calls in on phone, an agent from Level1 answers to the customers.
On some days, the level1 agent may not have enough knowledge to solve the problem. So this is sent to a level2 team where someone might help.
The level2 team handles the problem, and intern responds back to the level1 with an answer. Level1 team makes a call to the customer, and gives them the necessary piece of advice.

We also have level3, the most specialized team. People here handle what has failed at level2. The level3 team receives tickets from level2 only, and replies to tickets from level2 only.


I would love to use OTRS to handle Customer Relationship Management in a hierarchical manner that suits a vertical structure of our company. I hope I have explained well. Am happy to explain more.

Thanking you,
Simon.