I must confess I have not had time to really dig into OTRS but what I have used so far is impressive.
What we would like to accomplish is replace an older server running ReadyDesk. To do so we need to be able to have PM's who can see/control everything (within reason) which OTRS can do, a portal for clients to submit install requests, again possible and third party agents/installers who only see those tickets assigned to them. We have clients who are serviced by several different companies as they are available and don't want to allow them to interact.
Is this level of control possible? I'm trying to give the boss what a think is a better choice over upgrading the current ticketing sw.
Confine Agents to assigned tickets
Moderator: crythias