Setting up company wide multi-department helpdesk

[bbryan]

I'm looking to see if OTRS can be configured to act as a company-wide helpdesk system and am wondering the best way to configure it.

I've been testing OTRS in a VM for a few days, Active Directory integrated fine (admins and "customers" can login using their AD credentials) and I setup a Queue for each department (and sub-queues for sub-departments) but I'm having a few problems that I haven't been able to find a solution for:

- Services can't be linked to a queue (e.g. if someone picks the Maintenance department they shouldn't see IT service items).
- I would like the manager (OTRS should be able to get it from AD) of a ticket submitter to be CCed by email on the ticket submittted and every correspondence, responses but I don't see a way to set this up. I could probably have our workflow engine monitor the OTRS database directly to do this but it would be nice if OTRS could do this.
- We need custom fields per queue or per service. Some departments absolutely need specific data on a ticket since that data will be used to trigger workflows. E.g. the QA department/queue needs a required field of "Lot Code" for quality incidents on their tickets but it shouldn't show up for any other department. I found freetext fields but no way to limit one to only showing up for a specific service or queue.

I don't know if OTRS just isn't designed to handle specifically what I'm doing or it I'm just setting it up wrong (maybe having a queue=department is wrong, or I'm missing something obvious), I'd love to hear your suggestions or ideas and how you would configure OTRS as a company-wide helpdesk system.

Thanks.

[crythias]

Services can't be linked to a queue (e.g. if someone picks the Maintenance department they shouldn't see IT service items).

http://forums.otrs.org/viewtopic.php?f=60&t=11235

I would like the manager (OTRS should be able to get it from AD) of a ticket submitter to be CCed by email on the ticket submittted and every correspondence, responses but I don't see a way to set this up. I could probably have our workflow engine monitor the OTRS database directly to do this but it would be nice if OTRS could do this.

Generally, no. Maybe the manager could be a watcher, or you could use a Notification (Event).

We need custom fields per queue or per service. Some departments absolutely need specific data on a ticket since that data will be used to trigger workflows. E.g. the QA department/queue needs a required field of "Lot Code" for quality incidents on their tickets but it shouldn't show up for any other department. I found freetext fields but no way to limit one to only showing up for a specific service or queue.

http://forums.otrs.org/viewtopic.php?f=60&t=8032