[SOLVED] Workflow Issues - Permissions Viewing and Moving

[jfreeman2nc]

I have been using OTRS for with one of our departments for several months now, and everything has been going fairly smoothly.

Now I have been assigned the task of moving another department onto OTRS, with the eventual task of moving every department in our office into the ticketing system.

Going forward Department A will be the group using OTRS, and Department B has yet to be migrated. Both groups before using OTRS had shared mailboxes for their group on an Exchange server which now/will be fetched by OTRS.

My biggest issue is that Department A either sends emails directly to or CCs Department B. I understand and have communicated to both departments that this does not need to be the case when using OTRS. Instead of sending emails, assigning the issue to the other department's queue accomplishes the same thing.

However, a good point has been raised that if the ticket is moved into a queue for Department B that a user with Department A will no longer be able to see the ticket for future reference or to follow-up on its status. Based on permissions, Department A will not even be aware that Department B's queues exist. Oftentimes a ticket would be considered closed by Department B, and then moved into a Department A queue. In such a scenario, I am not sure of how well that would work; to close a ticket and then move it to another queue. Also, Department A and B would like to use the statistics module to show the response times, number of closed tickets in a month, etc. Since some of the closed tickets would no longer be in a Department B queue, I am not sure what benefit running reports from the statistics module would provide.

In short, Department A would like to keep a copy of the closed ticket in their queue and have it reopened as new when it is moved into Department B's queue. I am guessing that this is why it is not good to have multiple email addresses in the same instance of OTRS, but based on our office structure the only other way around it would be to have a separate instance for each group which just isn't realistic. Is there anyway to enable this capability within OTRS?

Also, is there a way to bring in the "owner" field in the statistics module? I see queue and customer, but why is owner not available?

Thanks in advance for help.

[crythias]

I'm assuming that Department A and Department B are agents...

The shortest answer I have with respect to tickets is to split the ticket instead of move the ticket.

I am guessing that this is why it is not good to have multiple email addresses in the same instance of OTRS

Not true. In fact, it's a good way (even aliased to the same inbox) to distribute to queues.
support-depta@domain and support-deptb@domain can both arrive at the same inbox, and then split to depta and deptb based upon To.

Also, is there a way to bring in the "owner" field in the statistics module? I see queue and customer, but why is owner not available?

I understand your concern about that. That's why I built my own sql query to do that. http://forums.otrs.org/viewtopic.php?f=60&t=12546

[jfreeman2nc]

Thanks, that really helped and will make this transition much easier.