diffrent support levels

[kenmurimi]

Hi,

I am thinking of implementing levels on my otrs 3.2.10. I want it such that there are 3 levels, level 1 is the reception where calls from users are picked and registered, level 2 is the first line user support and then the level 3 is the experts support.

The first level is able to respond to tickets and also sometime resolve very basic problems, if the first level they are unable to resolve a ticket then they should escalate it but on their dashboard they should see it under escalated tickets, for this ticket when a 2nd level person logs in they should see the ticket as a new ticket but this ticket shows as escalated for first level support. For the 2nd level the same should happen if they are unable to resolve a ticket they should be able to escalate it to 3rd level and the third level they should see it as a new ticket but for the 2nd and first level they should be seeing it under escalated tickets

anybody with any ideas how to implement this?

Thanks in advance and regards
kenmurimi

[wurzel]

Hi,

first you should inform yourself, what escalation in OTRS means.

An escalation as you describe, is a simple queue move.

Florian

[smuwanga]

Hi All,

@Kenmurimi,

Was the post helpful?

I have a scenario almost close to yours. I have done some little work-around, but one issue still stands(an agent is the destined queue cannot view the ticket that came through email).
I have 3 levels, namely;
-Customer Support as level 1
-Junior Tech Support as level 2
-Senior Tech Support as level 3

Business Rules(or Constraints)
-Customer Support: can create and close tickets
-Junior Tech Support: can reply to tickets
Can also forward tickets to seniors
-Senior Tech Support: can reply to tickets from Junior
-Customers are not meant to receive emails from Technical Support

Work done so far;
- I have 3 mailing lists from MS Exchange. I have an email address otrs-support@mycompany.com added to each mailing list.
A queue has been created with a corresponding group.
Users also have roles based on the group each queue belongs.

A level 1 agent creates an email ticket, and sends it to level 2 by specifying the email address of the mailing list.
Level 2 agents receive notifications in their mailboxes. When a level 2 agent goes to OTRS profile, s/he cannot see the ticket.

Could it be that my filter is wrong?
What can I do to get the process right? ACLs?
Will be happy to hear from you all.

Graphical illustration of the above is attached herein.
Regards,
Simon.