Hey there,
this is what we need:
Raw-Queue
|
-------------------------------------------
| | | | |
CustomerA CustomerB CustomerC Internal CustomerX
| | | | | |
X Y Z A B C
in words:
raw Queue:
The Queue where the mails come in. This needs to be managed by the
1st-level group. There should be filters configured to automatically
sort out spam etc. The users in the 1st-level group should be the only
one that are allowed to move tickets in the specific queues. They should
be able to move them either in the Main-Queues (CustomerA, CustomerB,
Internal etc) if they don't really know if its "X,Y or Z" (this may be
"Incidident", "Request" or whatever), or if the ticket is clear, sort
them directly into the "X, Y or Z" sub-queues.
main queues:
These queues (CustomerA,CustomerB,Internal etc) needs to be managed by
other groups which users have deeper knowledge of CustomerA, B etc. The
thing should be done with ticket in these queues is to sort them in the
sub-queues. One shoud not start working on the tickets in these queues.
sub-queus:
This is where the work on a ticket should start by a group of users.
- The 1st-Level-Team should see all Queues.
- The Main-Queue-Teams should only see the specific main-queue and the
sub-queues of it.
- The Sub-Queue-Teams should only see the specific sub-queue.
Sorry for my Englisch... hopefully it's clear anyway. Any idea of this
could be realized? :)
greetings and thanks in advance,
joey
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/
