Can i do this with OTRS?

[MarcelV]

Hi,

I am looking for the perfect ticketing system and have a view requirements I would like to be supported. My question is, is this possible with OTRS:

- Automatically assign tickets of a customer to a specific staff member?

I want this because we have a few departments, and each department has a few staff members. But every client we have is going to be assigned to one staff member. So for example:

So within a department, I want to have all tickets of one customer directly assigned to a staff member. Another client is possibly assigned to another staff member, or to the same.

Is this possible?

Thanks in advance!

[crythias]

Automatically assign tickets of a customer to a specific staff member?

Not out of the box, and it's not really necessary to do this, either.

So within a department, I want to have all tickets of one customer directly assigned to a staff member. Another client is possibly assigned to another staff member, or to the same.

If the agent is the only member of the Queue, it doesn't matter if he's assigned ownership or not until he takes control of the ticket.

If the agent is one of many people in a Queue, there's no point in assigning ownership to only one of them.

Each Queue can have its own email address.

[wurzel]

Hi,

you could use ACL to narrow down the list of possible agents to one agent, if a specific customer calls,
but it is no automatic assign.

You could use Generic Agents, but it is no comfortable way to get your goal achieved.

crythias gave you the correct and needed information. All other ideas would not be "OTRS like" I think

Flo

[MarcelV]

Thank you for your replies! Very helpful.

@Crythias, you spoke about a 'Queue'. What exaclty does a Queu mean. Let me give you a little background information about the kind of support we have.

We are a webcompany, and do lot of maintanance for clients websites. So one client will probably submit tickets for like 1 or 2 years (probably just a few per month, or less), but it will al be long running. So we assign one of our agents/staff members to a specific client, and every ticket that client submits, has to go into the 'queue' of our staff member. Can we use queue for this, or is queue more a generalisation for tickets waiting to be assigned or something like that.

How would our support flow/process fit in OTRS?

PS. I never worked with OTRS, only used systems like OStickets and Trellisdesk so my questions may sound a little dump, i`m just not very familier with the idea of 'queue' . first-line, second-line support, etc.

Thanks again!

[crythias]

OTRS Concepts:
Agent - who handles tickets
Customer - who submits a ticket
Queue - The hat the ticket sits in (additional attributes may include SLA, first response time, solution time needed for tickets in this hat). This answers the question: "What agent(s) can handle this [kind of] ticket?"
. Example Queues: Maintenance, IT
. Queues can be expanded to have SubQueues. Maintenance::Plumbing is an example.

Owner - The Agent who "has" the ticket
Locked - Only the Owner can reply to or close the ticket - this prevents confusion between customer and agent.
Group - Each Queue has one group. Each agent can be a member of multiple groups.
Priority - Order of things you need to get done "today".

Optional when enabled:
Service: Thing to be serviced (computer, email, toilet, sink). Services attach to customers. You can also have default services that apply to everyone.
SLA: When you agree to complete the ticket. SLA attaches to Service. It has attributes like Queue and follows the ticket, independent of queue.

There's more in the docs, of course, and my link has lots of hints.