Closure states specific to ticket queue

[grichiec]

Hi all,

I've recently started playing around with OTRS - we're looking to use it within a pretty small team of people, handling 3 or 4 different 'types' of ticket. I plan to use queues to seperate out these different ticket types and not to enable the ticket type funtionality.

My issue is that we'd like to be able to easily track, and generate statistics on, the closure reasons for each ticket. I could just create a long list of 'Closed - XYZ' states, but they don't all apply to every type of ticket, and there's potential for the list to be quite long.

Is there any way that I can create ticket states which are only shown to tickets that belong to a certain queue, or am I aproching the problem incorrectly? Bonus points if someone knows of a way to define a 'sub state', so that my agents can pick 'closed' as the state, and then be prompted for the reason (from a predefined list). Ideally this list of substates would be limited both by the ticket state and the queue that the ticket is in.

For the record, we're using the OTRS appliance, version 3.3.8

Any advice is appricated.

Many thanks

G

[RStraub]

Hi and welcome to this forum,

I'd recommend to use a dynamic field (called "customState" or something) where you define your states as dropdown.
Then you could use an ACL to restrict that list based on the (selected / current) queue.

The same could be done for your closing state.

Best regards,
Rolf

[grichiec]

Thank you for the speedy reply Rolf.

I hadn't appreciated that ACLs had that much functionality - I assumed they were used for agent/customer permissions. I'll have a play with them now.

Thanks again,

G

[crythias]

I missed why you can't add the closed states to the states interface in conjunction with ACL.