When we raise a ticket for a client, the repicients of the tickets need to be the person issuing the ticket, the agents and the account manager for the client. Is it possible to set this up?
The recipient of a ticket in OTRS is an agent who works on the specific queue (think of it like a mailbox bound to a certain organizational group).
When an agent opens a (phone) ticket for a client, it is possible to configure OTRS to automatically send a mail to a client. Other agents are able to monitor any queues they have read permissions on (by receiving mails), so this is possible, too.
I would like not to have to setup a tonne of groups as we have a few clients and a few account managers.
In OTRS one should set up one group per queue and a couple of roles which give permissions on groups/queues. Sounds a little complicated, but it is not too difficult. Think of roles as of AD groups, which give permissions on certain folders in a filesystem. In this case its permissions on queues.
Take one group per queue.
Take one role per 'area of responisbility'.
Also if the ticket owner is changed does the old owner still recieve updates on the ticket?
This is possible, too, depending on further configuration. The old owner either needs to 'watch' the ticket, or have the queue on his monitoring list or when the new agent takes over the ticket he is able to select the agents to be notified (where there is an extra field for involved agents on this specific ticket).
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