my configuration is related to the sla, and i don't want to add more
queues, because i have a lot of roles related to that, for example:
Queue1 -> SLA 1, if the the mail sent to us contain @example1.com open
ticket in this queue, use these particular signature, ecc...
Queue2 -> SLA 2, if the th
It should be Category (Queue) and Item (Service) or Category (Queue)
SubCategory (Queue::SubCategory)
Type is more or less a "reserved word" that's more about the ticket being a
change, etc., but not related to the agents involved or the type of work
being performed.
Queues should not be used for
hi, i use otrs helpdesk, and i have the possibility to add a ticket in a
particular category.
i read around that is possible to use the combo of Services/Types to do
this. in fact:
Category (Type) - Subcategory (Service)
how i can implement this solution?
--
*Stefano Ricci*
ICT Consultant
mo
