Assing tasks (via Ticket) to agents

[GabrielV]

I currently use OTRS 6 to receive support requests from my customers through the mail. This works perfectly for me.

Now I need to know if it is possible to use OTRS to create "tasks" and assign them to the agents in my department.

I have seen that in Tickets > New Ticket by Mail I can create a ticket, but this involves a customer.
What I'm looking for is to create a ticket that would be a task from me to an agent in my department, who would be responsible for attending to it, without any customer being involved.

Can anyone tell me if I can accomplish this with OTRS 6?

Thank you very much.
Kind regards

Gabriel

[skullz]

easy way..
1. Use split function as new ticket.
2. at customer selection, choose your profile instead..and of course, your profile have to be registered as customer as well.
3. this should indicates, you are the end user of the task/ticket..

more advanced one may be using process management instead.
1. Create activity dialog to assign task. (Instruction text, agent in charge, date, etc)
2. Upon activity dialog submitted, create a child ticket (transition action)

[GabrielV]

easy way..
1. Use split function as new ticket.
2. at customer selection, choose your profile instead..and of course, your profile have to be registered as customer as well.
3. this should indicates, you are the end user of the task/ticket..

more advanced one may be using process management instead.
1. Create activity dialog to assign task. (Instruction text, agent in charge, date, etc)
2. Upon activity dialog submitted, create a child ticket (transition action)

Could you please tell me how to enable the split function as a new ticket?
Thank you very much.

Gabriel

[skullz]

it should be enable by default..
at ticket zoom, in article area, you will see Split button..

[skullz]

it should be enable by default..
at ticket zoom, in article area, you will see Split button..