Calendar question for OTRS 3.1.3

[jmatzke]

Hello,

My group is looking into OTRS as a replacement for our current ticketing system and we are to a point where my group is hoping someone on this forum may be able to offer some insight.

Our situation is as follows. We have 4 people that cover the hours of 7 am to 6 pm (two on 7 am to 4 pm and two on 9 am to 6 pm). Each person is responsible for what ever tickets they are assigned although we do want them to control situations where they do not receive tickets such as outside the hours of their work day, if they need to participate in long running meetings or if they have a day off outside of a normal holiday. In a situation like ours, can we assign schedules to agents rather than queues or is there a better way to approach this?

Just as a disclaimer, we are currently working on a round robining plug in for ticket assignment in OTRS so as you can see, a way to delineate agent availability is important to us.

Thanks.

Jonathan Matzke