Hi !!HELP!! Team and Community



First of all, a big thanks for this application. I really appreciated your efforts. I downloaded version 1.6, explored the configuration and the concepts behind it and got it more or less working. However, I think I either miss some kind of "big picture" documentation or maybe the concept or the process is not clear to me. Let me explain how I understood it and please correct/comment in case of misunderstandings…



The whole process the way I understood it:

1. Mail comes into !!Help!! Application that is set up as mail-in db
   
   
   
2. Dispatcher agents creates a "new ticket (status 0)" or action "or "Mail >> Call" action" is used to create a new ticket from an existing mail
   
   
   
3. Dispatcher/Supporter (Person) assigns the "new ticket" to himself and it becomes an "active ticket (status 1)"
   
   
   
4. Supporter works on ticket, asks for more information, re-assigns it to another supporter and eventually closes the ticket.
   
   
   
   In each step configurable mails might be send to ticket owner (user who experienced the problem) and or to the supporter, assigned to the ticket, which is great.
   
   
   
   What I do not understand, in step 3, why do you have to assign the ticket to yourself? Why is it not possible to assign the ticket directly to another supporter. So you would have a person as a dispatcher, reading all the new tickets and assigning them to the responsible supporters.
   
   
   
   As I see it with the current set-up. You have to assign it to yourself first, and the re-assign it again to the responsible supporter. Maybe I did miss a configuration setting or the whole concept. If so, please let me know. Thanks in advance.
   
   
   
   Best regards
   
   Ray