We use a open source ticketing system ([url removed, login to view]) version 2.03.
First we create a group for each customer.
Then we add end-users (customer users) to this group.
After this we create queues for each type of problem for this customer and we attach the group to it.
All users are stored in our local LDAP (eDir) or the LDAP of the customer.
If a customer calls (phone) or send an email, we make a new ticket by clicking on phone of email-ticket.
Then we have to select the queue and then search for the customer
Here we want to make our first change: We want to search for the end user and than must the select box be limited by the queues for this end user.
The second change we want is an option on the queue level.
When we choose the queue, otrs gives us the agents that can work on this ticket in the owner field.
Every agent has an email address.
These email address must be displayed in the cc field.
The third change is that the amount of time spent is mandatory.
When the new ticket is submitted, it can be seen in the queues.
Tickets can resolved remotely from our office or through a local intervention.
When we resolves this remotely, we click on content, we see all action already taken for this issue.
We choose the last action and then add a new action by choosing Response (e-mail) or Phone response.
In this screen the spend time has to be mandatory.