I'm hoping someone can help me find a solution
Our setup works as follows:
We have different clients around the word, and only have certain people allowed to create tickets per company. Currently we have an overflow of duplicate tickets on your old system, so to combat this we will appoint a manager in each of their companies, which will be receiving all tickets made by his/her company, filter through them and basically "approve" them and send them through to us.
As i believe we'll have to create a inbox and trash queue per company, give the company's managers OTRS Agent rights and let them move the tickets to OUR inbox queue or their trash queue.
Their ticket creators will also only be able to send ticket to their appointed manager..
Is this possible? Will these types of Agents only be allowed to see their own companies queues and our inbox queue?
Also, will the original creator of the ticket still be able to track his ticket if its moved to our inbox queue?
Thanks in advance.