Hi,
When users send an email to our support account, a new ticket is opened in the RAW queue. I already instructed our agents to move the tickets from RAW to a more appropriated one, but, some tickets are always left behind.
Is there any way to force the agent to move que ticket, for instance, before closing it? For instance, if the thicket is in the RAW queue, the close option is not enabled.
TIA,
Bob
Force Queue Move on Close
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Wolfgangf
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Re: Force Queue Move on Close
postmaster filter could help
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OTRS 6.0.13/ ITSM 6.0.13
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Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
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crythias
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Re: Force Queue Move on Close
or change your PostMaster default queue from raw.
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bobrivers
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Re: Force Queue Move on Close
Hi, thanks about the replies. I don't know if I uderstood your replies or if I need to clarify my question.
In fact, I want that new tickets to be opened in raw queue. But, as soon as agents identify the new ticket, and start to work on it, they should move it to a proper queue (or at least the ticket should be moved before being closed). We are working basicaly on the same scenary proposed in OTRS manual (http://doc.otrs.org/2.4/en/html/x1006.html)
But before that I have to fire someone in order to show then how important this process is to our company, I'm looking for some feature that could stop/block people from interacting with tickets that are in raw queue.
TIA,
Bob
In fact, I want that new tickets to be opened in raw queue. But, as soon as agents identify the new ticket, and start to work on it, they should move it to a proper queue (or at least the ticket should be moved before being closed). We are working basicaly on the same scenary proposed in OTRS manual (http://doc.otrs.org/2.4/en/html/x1006.html)
But before that I have to fire someone in order to show then how important this process is to our company, I'm looking for some feature that could stop/block people from interacting with tickets that are in raw queue.
TIA,
Bob
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tto
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Re: Force Queue Move on Close
Hi Bob,
I think you/your OTRS need/s some sort of ACL and ticket events (http://doc.otrs.org/2.4/en/html/c2177.html) to force this behavior, e.g. an ACL which allows states of of statetype "closed" only in queue "Raw" and which also limits actions in queue "Raw" to AgentTicketPhoneOutbound or AgentTicketCompose, thus forcing agents to move the ticket to somewhere else to add a note.
...depends on what you actually want your agents to be able to do in Queue "Raw" and if it's allowed to close a ticket in some other queuq. Then you could think about moving tickets by a generic agent after they've been closed.
regards, Torsten
I think you/your OTRS need/s some sort of ACL and ticket events (http://doc.otrs.org/2.4/en/html/c2177.html) to force this behavior, e.g. an ACL which allows states of of statetype "closed" only in queue "Raw" and which also limits actions in queue "Raw" to AgentTicketPhoneOutbound or AgentTicketCompose, thus forcing agents to move the ticket to somewhere else to add a note.
...depends on what you actually want your agents to be able to do in Queue "Raw" and if it's allowed to close a ticket in some other queuq. Then you could think about moving tickets by a generic agent after they've been closed.
regards, Torsten
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Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
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Re: Force Queue Move on Close
Have you tried giving your users read-only access to the raw queue?
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