Proper way of handling queues.

[salvadore]

Hello,
Is there anyway to create read-only tickets per user via responsible?
I have a lot of agents and each agent must see only his own tickets, so
I don't want to create hundreds of queues, groups.

So the way I want it to be organized:
coordinator group and they see, manage and change responsibilities of each ticket.
If agent has permissions to ticket (via responsible) he sees it in dashboard, tickets etc.
After ticket is solved he moves ticket to DONE queue, so coordinate can review it and close.
I think that it might be also realized by a new state e.g. "check" ? And then limit change states to agent?

And one more think, imagine that I have 2 queues 'inbox' and 'done' (optionally like mentioned above).
When coordinator chooses agent it sees 99 agents, is it a simple way to filter agents?
The most convinient way would be choosing group and then one of agents from group?

Tickets in inbox are created by a lot of customers. Is there a way to assign specific dynamic fileds
depending on customer group? Maybe linking with type of ticket would be a solution but there
are a lot of agreements between company and customers, so in one form there sould be dynfield1 in other dynfield2.
Is there any built-in OTRS?

Thank you id advance.

[crythias]

I have a lot of agents and each agent must see only his own tickets,

Then you have a problem, because the only way to do that is to separate the agent into his own group, then his own queue, and send the ticket to him.
There are a few other ways to remove "all" (not my tickets) from *listing*, but they'd require config changes and/or coding.

After ticket is solved he moves ticket to DONE queue, so coordinate can review it and close.

Agents would have move-into permission for the group that holds DONE queue.
Coordiators would have rw permission for that queue.

I think that it might be also realized by a new state e.g. "check" ?

Maybe, but "done" queue "open" would be considered "check" by the fact it hasn't yet been closed, and it's sitting there, open, in the "Done" queue

And then limit change states to agent?

If you want ... you can remove next state changes from within SysConfig or ACL.

And one more think, imagine that I have 2 queues 'inbox' and 'done' (optionally like mentioned above).
When coordinator chooses agent it sees 99 agents, is it a simple way to filter agents?

yes, by queue. Or ACL

Is there a way to assign specific dynamic fileds depending on customer group?

I don't believe so. It'd be better to ask the customer to fill that information in for himself.

Maybe linking with type of ticket would be a solution but there
are a lot of agreements between company and customers, so in one form there sould be dynfield1 in other dynfield2.

agreements are SLAs, which attach to services, which attach to customers.

Each Customer can have zero, one, or many services. Each service can have an SLA.


The way I'd do it is to create a bunch of groups/agents or drill down through the code to force what you ask.
On the other hand, *most* people might be able to "see" a ticket, but only the locked owner/responsible can act on it. But, I really believe that you're going to want 99 queues and groups if you want this that way. I've done that myself.

"how do I quickly add 99 queues, users, groups?"
Let's say you have a spreadsheet with a list of usernames:

Code: Select all

username | command
bob      | ="bin/otrs.AddGroup.pl -n " & A2 & "_grp; bin/otrs.AddUser2Group.pl -g "& A2 & "_grp -u " & A2 & " -p rw; bin/otrs.AddQueue.pl -n "& A2 & "_q -g "& A2 & "_grp"
tom      | ="bin/otrs.AddGroup.pl -n " & A3 & "_grp; bin/otrs.AddUser2Group.pl -g "& A3 & "_grp -u " & A3 & " -p rw; bin/otrs.AddQueue.pl -n "& A3 & "_q -g "& A3 & "_grp"

It'll look like:
bin/otrs.AddGroup.pl -n bob_grp; bin/otrs.AddUser2Group.pl -g bob_grp -u bob -p rw; bin/otrs.AddQueue.pl -n bob_q -g bob_grp

If you need additional configuration items for AddQueue, go to a command/shell prompt and type bin/otrs.AddQueue.pl -h

Code: Select all

otrs.AddQueue.pl <Revision 1.5> - add new queue
Copyright (C) 2001-2011 xxx, http://otrs.org/
usage: otrs.AddQueue.pl -n <NAME> -g <GROUP> [-s <SYSTEMADDRESSID> -S <SYSTEMADDRESS> -c <COMMENT> -r <FirstResponseTime> -u <UpdateTime> -l <SolutionTime> -C <CalendarID>]

Once you have that big list, and you're happy with it, copy column 2 and paste to a shell/command prompt from /opt/otrs. (Do it in chunks, test, verify, if you like it, great. If you don't, make changes.)
Don't forget that you'll want to add supervisors to the groups, which you can either do this way or via the GUI.