How to do it

[maayanay]

Hi,

i wanted to share with you my scenario so you can advice what is best way for me to work with OTRS.

I am working at a Telecommunication company and when customers (we have almost 2 million) complaint to our customer care or at our sales point (assuming the agent cannot solve the issue) they should open a ticket to our Support Team.
I have something like 50-70 agents that will need to send requests to our support team.

1.Agents or Customers?
in OTRS should i consider my 50-70 agents as "customers" and let them open tickets at the customer web interface?
in OTRS should i consider my 50-70 agents as "agents"? this will give me possibility to give the agents a read permissions on all tickets at a queue so if customer complaint they about an existing ticket they can find the ticket that was already opened in the past and follow up on it.

It is not easy to manage permission for 70 agents if they are "agents"...

2. custom templates for different cases:
I read there is an option to create custom templates per queue but what i notice that it just filling the form its not changing its fields.
I need few templates that have different fields (Dynamic Fields and values in each one of the them for different queues, ideas?

3. Subject - can i remove "Subject" field at a template? or modify it?

Thanks,

OTRS ver: 3.3.5
linux CenOS6.5 x64

[crythias]

You really have:
Agents who solve tickets
CSRs who submit tickets [as customers, on behalf of "real" customers (End Users) who have problems]

You need the CSR to have access to all tickets at least to read.

What I would propose:
All CSRs are customers.
All CSRs have the same CustomerID (they'll see "all" the tickets in "Company Tickets")
You create a Custom web page form for new tickets that allows you to spoof the from as the End User's email address. This submits to otrs via email with all X-OTRS-xxxx headers set in the Headers. One of those X-OTRS-CustomerNo = fixed_customer_id
Turn off Automatic Notifications and web front end to the customers. Communicate with the customers via Email.

CSRs will look up through his search.

OR, the normal way:

CSR is an agent (what's your problem with permissions?) who has access to AgentTicketPhone and can submit this on the fly. In most cases, for large companies, being able to link ticketing to existing customer data is imperative to make sure a) only real customers can submit tickets and b) their appropriate demographics are part of the ticket.

viewtopic.php?f=62&t=24196


3) Why would you want to remove subject? It's one of the most important parts of the ticket. It is the title of the ticket.

[maayanay]

Note: i am using AD authentication

Customer ID means Name? since i use AD auth is it possible? or you mean that i will creat one user for all CSR's to use? (than i will not know who open the ticket)

Our end users don't have emails or at least with don't communicate with them via email but via phone.

My problem with permissions - since i am using AD auth each CSR (70) will not to log on and than i will need to give and manage 70 CSR's (agents) permissions... no?

can i give queue permission to an AD group?

Thanks!

[crythias]

Note: i am using AD authentication

not relevant.

Customer ID means Name?

No. Customer_id is ... viewtopic.php?f=60&t=7531

since i use AD auth is it possible?

Is *what* possible?

i will creat one user for all CSR's to use?

no. Why would I suggest that? And, don't merge options. I don't know what to answer. CSRs as agents or CSRs as customers?

Our end users don't have emails or at least with don't communicate with them via email but via phone.

fine. use salt+phonenumber@mailinator.com for email address viewtopic.php?f=53&t=6477

since i am using AD auth each CSR (70) will not to log on and than i will need to give and manage 70 CSR's (agents) permissions... no?

I don't know how to answer this question. viewtopic.php?f=60&t=16543

can i give queue permission to an AD group?

I don't know how to answer this question. viewtopic.php?f=60&t=16543


Your many questions may indicate you might benefit from paid support from a provider of OTRS. Your company probably can afford such a thing if it has 2 million customers to service.

[maayanay]

You really have:
Agents who solve tickets
CSRs who submit tickets [as customers, on behalf of "real" customers (End Users) who have problems]

You need the CSR to have access to all tickets at least to read.

What I would propose:
All CSRs are customers.
All CSRs have the same CustomerID (they'll see "all" the tickets in "Company Tickets")
You create a Custom web page form for new tickets that allows you to spoof the from as the End User's email address. This submits to otrs via email with all X-OTRS-xxxx headers set in the Headers. One of those X-OTRS-CustomerNo = fixed_customer_id
Turn off Automatic Notifications and web front end to the customers. Communicate with the customers via Email.

CSRs will look up through his search.

Okay you answer and links helped me a lot. i think i understand (and like) your idea:

I can set a field in my AD and MAP it as CustomerID so all those users (customers) with the same "word" in that field will see other users tickets at "Company Tickets".
All users(customers) will still see only their ticket under "My Tickets" because their "username" variable is different. in my case is 'sAMAccountName' and every ticket retain 'CustomeID' and 'Username'
What i don't understand is:
What is the Automatic Notifications? you mean ticket closed, change status, note, etc? - if so why to turn it off? the email address is still unique for the ticket and only the specific user that opened the ticket should receive the notification, no?
Why should i disable customer frontend? this is where users(customer) open tickets and view them...

Until now i am progressing great and i am few steps from my goal. Thank You!

[crythias]

please let's invoke a consistent naming scheme.
otrs term agent = your term for ticket solvers
otrs term customer = your term for CSR
otrs term (not sure) = your term for end user.

can set a field in my AD and MAP it as CustomerID so all those users (customers) with the same "word" in that field will see other users tickets at "Company Tickets".

This would be all CSRs submit "their own" tickets and see all tickets from other CSRs in Company Tickets.

What is the Automatic Notifications? you mean ticket closed, change status, note, etc? - if so why to turn it off?

You missed the part about creating your own custom web form that spoofs end user email ...

k. so. If you want the CSR to submit ticket AS CSR, then create some ticket dynamic fields to hold End User Name, End User Phone, and possibly End User account number.

CSR=customer service representative. These are "OTRS customers" that submit requests. If you use OTRS like this, you don't have to have the custom environment. However, I can't do much to prevent data entry issues (End User Name is free text, so John S. Doe and John Doe might be referencing the same or different end users). End user would not ever see the webfrontend.

[maayanay]

Sounds exactly what i need. I will try it and update.

What i am missing now is different frontend ticket form for each queue. I have feq queues whith diferent dynamic fields show or removed to the customer, not with different values at the dynamic field (this i know how to do).


Also if possible to show/remove dynamic when choosing a specific service...

[crythias]

viewtopic.php?f=60&t=24116