Map agents to services?

[Mothra]

Is there a way I can have agents mapped against services, so that these services are available when an agent raises a ticket (i.e. by sending an email in)?

At present, my workaround is to create a customer account for each agent, but this causes an administration headache or two, especially as in my config, agents are in Active Directory, whereas customers are in the database.

[jojo]

Agents should not send emails to OTRS

[Mothra]

Agents should not send emails to OTRS

So how should an Agent raise a ticket to get support themselves? For instance perhaps an agent, who say works on a queue supporting software issues, needs a new keyboard and wants to make a request to the internal IT department. Do I need to give all agents permission to create tickets in this queue via the agent UI?

[crythias]

They'd send a request as a customer.

[Mothra]

They'd send a request as a customer.

So, what you're saying is: my workaround above is the only way to achieve this? It seems a bit cumbersome, as there's no way to sync these two accounts, so if I change a password in one, I have to remember to change it in the other.

[jojo]

you can also use the Active Directory as second Customer DB

[crythias]

What JoJo said ... as well, if an agent sends an email to the system, they've created for themselves a new customer ticket, regardless of actually being in as a customer. No logins necessary.

[Mothra]

you can also use the Active Directory as second Customer DB

Ah, I didn't realise I could do that and still have external customers managed in the database. Problem solved; thanks!