Everything is queue based. You would have queues like "Level 1 Support", "Level 2 Support" and "Level 3 Support" (for instance). If the Level-1 guy couldn't solve the problem, he could add notes to the ticket and just move it to the next queue up. It really is that painless - the queues are listed in a drop-down, you just select where to move it and it's all automagic. Actually the escalation I was talking about was that OTRS can move it to another queue if it doesn't get worked in a certain amount of time. So if one of your Level-1 tickets goes unanswered for 2 days, you can have it automatically go into some boss' queue and he can start firing people :) Also, we have procmail setup to direct mail into the proper queues based on the recipient. billing at sihope automatically goes into the billing queue, webmaster at sihope automatically goes into the webmaster queue, etc. Anything that isn't obvious based on the To line goes into the "Raw" queue, which gets sorted throughout the day by the techs. They go through the raw queue and move these remaining messages to the right spots. Adam Maloney Systems Administrator Sihope Communications On Wed, 12 Nov 2003, Tim Wilson wrote: > On Nov 12, 2003, at 9:55 PM, Adam Maloney wrote: > > > We are really not using it to it's full potential yet. We simply use > > it > > for support e-mails to get directed to the right people, escalate after > > some time if necessary, etc. It has lots of other features that we > > haven't even looked at yet (call tracking will probably be the next > > biggy.) > > How does the escalation work? Let's say a teacher is having trouble > with his or her network connection. He or she then might send an email > to the building tech support person. At that point the problem would > get entered into the system (either by the teacher or the tech). What > I'd like is for the tech to try to fix it, and if he or she can't then > push it up the line to a network administrator at the school district > level. He might then need to push it further up if it looks like it's > an even bigger problem than he first thought. > > Is that relatively easy to do in practice? > > -Tim > > -- > Tim Wilson > Twin Cities, Minnesota, USA > Educational technology guy, Linux and OS X fan, Grad. student, Daddy > mailto: wilson at visi.com aim: tis270 public key: 0x8C0F8813 > > > _______________________________________________ > TCLUG Mailing List - Minneapolis/St. Paul, Minnesota > http://www.mn-linux.org tclug-list at mn-linux.org > https://mailman.real-time.com/mailman/listinfo/tclug-list > _______________________________________________ TCLUG Mailing List - Minneapolis/St. Paul, Minnesota http://www.mn-linux.org tclug-list at mn-linux.org https://mailman.real-time.com/mailman/listinfo/tclug-list