What started as an attempt to better deal with a flood of incoming requests by everyone about everything, has turned into a larger than expected but well planned project. Initially using just a few message queues to sort out trouble tickets like "Computer", "Hosting" and "Personal", I had to add 10 new (sub-)queues to sort out the meanwhile several hundred tickets.
Despite the many challenges with installations and upgrades, the OTRS helpdesk has been doing a great job in ticket and Frequently Asked Questions (FAQ) handling. What caused increasing confusion recently was the lack of order and my inability to remember every single ticket.
Creating, moving and disabling queues is just a click away and resorting tickets would make fun if it wasn't for the session problem when opening multiple tickets. It works but it's confusing:
- Use the "search" function to display all tickets of a certain queue.
- You can open multiple tickets with "open in new browser/tab" function of your browser.
- When you now change the queue for a ticket, it will do so but when returning to the (supposed to be same) ticket page after executing the move command, it will show one of the other open tickets.
- Ignore that and close that ticket. The command was executed correctly, the system just got mixed up when reloading the ticket due to the other tickets opened at the same time.
Nevertheless, I think I'll have to add more queues in the future because the diversity of trouble tickets grows.
