I have to make reports from OTRS, not having access to the reporting is a bit tricky, because I need to use the CSV - still doable
The hard part is that our agents can close tickets in the queues that they have access to, which makes reporting challenging - would it be possible to limit the queue in which a given agent or agent group can close tickets? It would be convenient if all of their tickets would be closed in one group - no matter where the ticket is before closing - is this possible?
The goal is to see the percentage of all tickets closed by the agents, the agents currently have access to 3 queues and will have another one.
BTW - is there any way to automatically move tickets from 3 queues to one based on for instance:
- Senders OU in Active Directory
Senders location form Active Directory
Is there any way to automatically move the tickets to one "Service Desk" queue?