Multiple Subject Monitoring & Limiting Agents>Customers

[MaCCa]

Hi Team


We have been using OTRS for just over a year now and absolutely love it, we would like to try and use it to further support our clients needs and we have two situations that we would like to integrate into OTRS if possible. Any feedback is much welcomed

1. Limiting Clients to Agents - We have staff located at particular locations, whom only service certain clients and we have created a separate queue and group for them, however they are still able to create tickets for all of our clients, we would love to restrict those queues/agents/groups to only being able to create tickets for a select group of clients, is this possible?

2. Multiple Subject Monitoring - We have a client who runs their own custom helpdesk system which we must update, as well as our own. Their system works similar to OTRS where by it uses the subject line to identify an existing ticket and then automatically appends the information. There is no issue in updating their system when sending from OTRS, as OTRS keeps the subject line the same, however when their system is used and something is updated, it only sends their subject line and ticket number back to us, which in turn (due to not having our/OTRS [Ticket#XXXXX] ) creates another job within OTRS. The subject they use always includes "Request XXXXX" or "Incident XXXXX".

Is it possible to have OTRS check for this in the subject line and match it to an existing Ticket with this subject? Maybe we can duplicate the OTRS Ticket number to match this too? Or if you can think of any other way we could better integrate their system with ours?

OR

I have had another thought on a cleaner way to do this, provided its possible within OTRS. I could create a macro in our exchange which would replace the word "Request XXXXX" with [Ticket#XXXXX] automatically, however for this to work OTRS would need to be able to create Tickets using this incoming Number, as they are some hundred thousand apart from our current ticket #, i don't see any being duplicated (At least not for another 20 years!), is it possible to do this?


Many thanks
Craig