On Jul 10, 2006, at 12:57, Mike McGrath wrote:
I've created a basic ticketing workflow system for OTRS. http://
It's a quick tutorial on how to lock, email, comment and resolve a
ticket. The trick is to make sure we all use the system but not
have it be a huge bottle neck with so much overhead that its a
headache. As always any comments are welcome. We've had the
system for a while now but still with few tickets. What do you
guys think of it?
Looks cool to me! I think the main thing remaining to do is just
nagging people to use it, until they do. That could mean sending a
personal note (with this URL included) to each of the teams that is
supposed to respond to a queue.
The other half of getting people to use OTRS is sending reminders via
e-mail of tickets people should be paying attention to. Is there a
way to do that?