Approval changing queue/priority

[raid1]

Hello,
I make scenario
there are two agent, first level agent and second level agent (2nd level > 1st level)
if first level agent want to change queue/priority, he can't do it, he must be waiting approval of second level agent
first level agent can't change queue/priority until approval 2nd level agent?
in which kind of way the first level agent tells the 2nd level agent, and in which kind of way the level 2 agent approve it?

regards,
raid1

[crythias]

There is no approve. Only do.
Translation: Set it so Level 1 can't change priority ever, but Level 2 can and should. This does one thing better than approval: records that the Level 2 is the one who approved and changed priority.

[raid1]

There is no approve. Only do.
Translation: Set it so Level 1 can't change priority ever, but Level 2 can and should. This does one thing better than approval: records that the Level 2 is the one who approved and changed priority.

What if a level 1 wants to change the queue? there may be a case of level 2 doesn't know or missed in the queue

[crythias]

What if a level 1 wants to change the queue?

What about it? Let him, or don't.

there may be a case of level 2 doesn't know or missed in the queue

I guess, but ... what's your point? If level 1 wants to change the queue and is allowed to do so, Level 2 doesn't need to know, unless it's to level 2's queue and Level 2 would know this by move notification unless Level 2 has it off or isn't paying attention, etc. This is assuming the queue moves "up". Assuming instead that the queue moves sideways (Source Queue is Mail-level1, but Destination Queue is Plumbing-Level1) Level 2 shouldn't need to offer permission. Otherwise, use the forward option to someone who can authorize the change so it's recorded and let the level 1 make the change afterward. But if you want to prevent this from happening without approval (that is, it needs approval to happen), it will require some extensive development.

More to the point, I don't know what your workflow is. If you're explicit about what you want to accomplish, I don't have to tell you about things you don't care about.

[raid1]

I have read of this link http://www.otrs.com/en/software/otrs-he ... line-demo/

What meaning of dispatch ?

regards
raid1

[crythias]

dispatch The sending of someone or something to a destination or for a purpose.

In OTRS terms, this is likely either "Service Manager" or someone like a Service Manager's administrative assistant. "Dispatch" as I use it means a human that triages incoming tickets and assigns them to available agents. Dispatch as OTRS uses it means "move".

[raid1]

dispatch The sending of someone or something to a destination or for a purpose.

In OTRS terms, this is likely either "Service Manager" or someone like a Service Manager's administrative assistant. "Dispatch" as I use it means a human that triages incoming tickets and assigns them to available agents. Dispatch as OTRS uses it means "move".

so the one who has the dispatch authority is a high level class agent like service manager,
so when there's a ticket comes, the service manager level agent/agent dispatcher will receive it first, then the service manager level agent will dispatch it to a level 1 or level 2?
customer can not directly send it to the level1/level2 agent, the one who has the authority to send it is the agent dispatcher.
If such a case how to divide queuenya between agent level 1, 2 and agent dispatchers, and how a particular queue can not be seen by the customer?

[wurzel]

Hi,

Hello,
I make scenario
there are two agent, first level agent and second level agent (2nd level > 1st level)
if first level agent want to change queue/priority, he can't do it, he must be waiting approval of second level agent
first level agent can't change queue/priority until approval 2nd level agent?
in which kind of way the first level agent tells the 2nd level agent, and in which kind of way the level 2 agent approve it?

this is a classical "process ticket". have a look in admin handbook 3.2 for the process tickets. Approval can be realised.

Flo