agents create ticket on internal queues

[rvaldomir]

Hi,

Here my problem.

We use otrs to track tickets for our customers, but sometimes agent is an internal customer example: the printer is not working, network issues,etc.

How I can create a queue to open tickets from the agent side for our internal infra team? they belong to a security role. I'm stucked on ticket create window because a service must be selected (is mandatory) but service are linked to a customer user.

any advice?

[crythias]

agents as customers with assigned services.

[rvaldomir]

The problem using that approach is that users will be duplicated.

My idea is to use a queue for each internal service.

Do you think Default services may work without effecting Current associations customer user <> services?

[crythias]

users will be duplicated.

They will not, usually. Customers are not agents. They are different interfaces, different demographics.
The fact that they don't already show up as customers should be sufficient to show this, and if they're already customers, then there isn't a question.

Do you think Default services may work without effecting Current associations customer user <> services?

No, not unless you want all your customers to have the default services.

[rvaldomir]

So if I set a service as default it will be available for all Custer's even if don't have a directly assignment?

That's the expected behavior?

So I think I will have to create at least one customer user per Internal queue

Example:

A customer core@mydomain.com for core queue wich is an internal service for technicians hardware issues.

And the customer is a distribution list.

Do you think could work?

[crythias]

o if I set a service as default it will be available for all Custer's even if don't have a directly assignment?

That's the expected behavior?

That is indeed the point of Default services.

A customer core@mydomain.com for core queue wich is an internal service for technicians hardware issues.

And the customer is a distribution list.

Do you think could work?

It does work as you might surmise, though I'm interested to know your experience if it differs. :) The customer, however you define "customer" is the entity that gets notified on the progress of the ticket but not as agent. For instance, per the system monitoring agent, "nagios" might be a customer in the sense of acknowledgements and notifications of what's occurring.

You are correct if you think a given agent on the ticket might receive dual notifications: as customer and as agent, but in practice, I don't think this is such a big deal. Still, it's possible the customer (distribution list) may not have web access to the internal queue as ticket if CustomerGroupSupport is enabled and customer's group membership doesn't include the group of which the internal queue is a member. Customer Web access to a ticket doesn't mean email correspondence can't happen, though.