IT Service Management

Workorder agent as group or workorders sorted in queues

Normally you can assign one workorder agent directly to a workorder by a condition. But what happened if your preassigned agent is not availible? Tickets are sorted in queues. An other agent can do it. The same I suggest for workorders. Normally there is not only one working agent, there is a workorder team for a theme. I suggest to make it possible assigning groups as workorder agents or to sorting it in queues similar ...more »

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8 votes

IT Service Management

Workorder by length and position in workflow

We try to implement the workflow of some standard changes. It is annoying that in the workorder creation there has to be a start time and an end time to both define the length and the position in the change. It would be nice to define a position in the workflow. you can define a workorder A and a workorder B stat starts when workorder A is completed. Then it should be possible to define a length of the workorder to ...more »

Submitted by (@yorfeix)

Voting

3 votes

IT Service Management

Workorder Agent should be able to add an attachment to his repor

OTRS ITSM Change Management:

Workorder Agent should be able to add an attachment to his report from the workorder.

Idea:

Changebuilder will attach a checklist for the workorder agent (e.g. PDF-File), which will be processed and filled out by the agent. The agent attaches the completed Checklist to the report in the workorder.

Submitted by

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13 votes