So in my OTRS config, the customer (aka the 'normal' staff) will be using the customer interface, and the IT staff will ahave acces the admin panel.
The customer will have a very reduced panel for ticket, only the most basic stuff. But for a few ticket categories these tickets should be classified as urgents and escalated right away, so they're really on top.
What would be the best way to do that ? I guess i could use the generic agent to do it, but nothing in the ticket action panel really "pops up" for me for escalating. Also i don't really like having to run this GA every minute for something that would be needed on rare occasions (but when they do happen, it's super important). I see that i can create ACL in OTRS too but before i dive into this, is it really a good way ?
Best regards,
Romain
[edit]: so for example i want a ticket to be escalated because it has been created in the Y queue.
Any chance you could give an example of an ACL that would automatically escalate it ?
Could something like that work ? (i know it doesn't but just to give an example...)
Code: Select all
$Self->{TicketAcl}->{'ACL-Name-1'} = {
# match properties
Properties => {
# files to be escalated
Ticket => {
QueueID => ['16', '17', '18'],
}
},
# possible options (white list)
Possible => {
Ticket => {
State => ['Escalated'],
},
};