Can I manage Work with OTRS?

[donmiyagi]

My IT Manager is wanting to assign tasking through OTRS. I was thinking that the New ticket feature would work. However, there needs to be a customer. Is the best way to create a user known as (ITdepartment) and have that as the customer? I have enabled responsibility so that my IT manager can go ahead and assign either the owner of a ticket or the person who is responsible. Here is an example situation:

The IT manager needs the file server migrated. He opens a new ticket and wants to assign it to the Sys Admin. The Sys Admin is an agent and therefore isn't the customer. Who can my IT manager place there? He goes ahead does the ITdepartment user and then makes the owner the sysadmin. When the sysadmin is done migrating the file server he closes the ticket.

Is there a better way to doing this?

[crythias]

Your IT Manager (can be) a customer. He can choose a per agent queue to directly assign or he can send to his/the default queue as dispatch and assign ownership from the agent side. Easiest method: IT Manager sends an email to otrs: Subject: File Server Migration.
Body: The File server needs migrating.

Then the IT Manager logs into OTRS as agent and assigns owner.

[donmiyagi]

I totally didn't realize that an agent could also be a customer.

Thanks for the help!

[yuri0001]

Your IT Manager also can be an agent. In this case he can create tickets as New Phone or e-mail ticket and assign them in needed Queue and for needed agent while ticket creation.

[donmiyagi]

I've been experimenting with this functionality b/c as the IT manager manages my work. I manage the work of our student work. I've been able to create new tickets using the email method and the new phone/email ticket. The new email ticket seems to be good in the position where I also want to send the customer an email as the ticket is generated.

I've done the same with emailing my postmaster and having OTRS fetch te ticket. However, then I have to go in for every ticket and change the owner and responsibility. This has been rather cumbersome.

The downside to each of these approaches is I don't always want the customer to receive the email about a ticket being created. I would rather create the ticket, have my student worker reply, and then have SW resolve the ticket.

What I would really like to do is be able to create the ticket from the web-interface without emailing the customer. The downside of having my IT Manager do it is that he would be the customer. I'll have to see if that sort of things matters to him b/c he might want to receive notifications when certain things are accomplished.

I've launched OTRS live and in production. I'm liking it so far. Pretty awesome!

[crythias]

create the ticket from the web-interface without emailing the customer.

One way to do this is to create a receive queue that doesn't have autoreply.