(SOLVED) Recommandation on a use case VS OTRS

[wheelshot]

Hey all,

I'd like some thoughts from you on a use case we got here and that I'd like to setup in OTRS.

We have a service responsible that isnt from IT agents and are handling the dispatch of some software installations in our business. Actually, only IT folks are agents in our OTRS. We have IT techs that are responsible of specific departments which should receive those tickets created.

We're hiding queues from customers so they only pick service and describe their demand.

Here's the scenarios I've been thinking to try:

• Create a postmaster filter and ask the service responsible to send some email with special hashtags depending of the departments that I could then split in the good queues and departments
• Create a new customer process where she'd select department
• Give her OTRS agent specific permission so that she'd be able to create ticket and select queues where shes can send them
• Show only to her the queues (ACL) on customer side where she could then select right queue

What would you guys recommend or do you have any other ideas about that use case? If you need more info to help me feel free to ask away

[rick20]

I think department is not necessary. You can assign customer user to group (queue assigned to group one by one) and assign agent to the same group, so the responsible agent will get new ticket by default to his group.
If Service responsible will create new ticket from customer, responsible agent will get notification about new ticket in his queue.

[wheelshot]

Hi,

Thanks for the feedback but for our business structure and authorizations, the queue vs dept is required. Also, like that, agents are handling their view of the departments they support so if someone else help them or someone is in vacation, nothing has to be made by the sysadmins.

Would have been a great idea thought. Anything else?

[wheelshot]

I found a solution to that using Process Management (from KIX4OTRS) and ACLs on customer side.

[alexus]

Have you seen our Radiant Customer Portal - http://demo.radiantsystem.com/otrs/customer.pl -?

[wheelshot]

Looks pretty neat! Seems like it aint free though and its something that wont work for us unfortunatly. We're a university and budget got cut by admins and we cant afford $ on it admin solutions.