Auto-lookup agents

[HervE]

Hello,

Since we started OTRS live in production, we've been discovering it more and more day after day.
My colleagues said one thing they regret the most is the unability to auto-lookup agents email addresses (in address book or so).
Auto-lookup customers is perfect, but very often we need either to forward, or to copy, internal agents too.

(As a workaround, I started to key some agents in the customer table too. But I don't really like that, because it doubles information.)

As stated here, it seems many of us have this same need.

Isn't there a way to do it?

Regards,
HervE

[jojo]

You should not forward to agents. Pleas euse the note functionality for this

[HervE]

Thanks for your answer.

Actually we at helpdesk are 4 people working with OTRS.
All the other people of the service are entered in database as agents too - for future use - but they have read-only access.
For the moment (we've been in production for 10 days only) they don't open OTRS at all.
I understand internal note may be the appropriate functionality, but unfortunately it is not our purpose for now.

So in this context do you have another idea?

HervE

[crythias]

If they don't open OTRS, how are they going to look up agents?

[HervE]

If they don't open OTRS, how are they going to look up agents?

They are not going to lookup agents, I am.

Example:
I am an agent, and I am replying to a ticket.
I think Peter Smith is the best person to answer.
Peter Smith is not a helpdesk member, he is a technician. But I have set his name and email address as a read-only agent in OTRS database, although he is not using OTRS so far.
When forwarding the email to him, I begin to type P...e...t...e...r..., like I do for customers. But nothing happens, and finally I have to type his entire email address.

That is what me and my colleagues find not very convenient.

Any idea of a solution, or workaround, or other usage...?

HervE

[jojo]

as it is not intented to forward to agents there is no such functionality. So you need to have these persons in one of the used customer databases.... (You can have some of them, SQL based and LDAP based ones)

[HervE]

OK. Thanks for your answer.

HervE