Greetings all -- forgive me if I have missed this answer elsewhere.
I am running OST v1.7.0 on a Windows system through WAMP. OST pulls the from our mail server and creates tickets. All is good so far.
The tickets are created without a Help Topic--I would like them to be created with the Help Topic of Support (which exists in my Help Topic list). Those same tickets are being assigned the SLA Plan: Default SLA. I would like them to be created with the SLA Plan of "Receive into System" (again, already created)
Finally, and this is the larger issue, I need my Helpdesk agent to take those Support tickets and assign them to the proper Help Topic and transfer them to the correct Department. With that Topic change, I need the system to automatically assign the correct SLA.
Possible?
Why are we doing it this way?
Our support group runs on a priority rotation. For one week, Agent A is the "first call". He is responsible for all after hours issues, and is the distributor of Helpdesk email. With OST, I want those Helpdesk email to come into a generic bin with a 2-hours to action SLA--Agent A must do something within two hours of the email being received. In most cases that something will be to assign a proper category and move the ticket to the correct Team of other agent. The second Team/agent will have an SLA based on the ticket category.
If there is a better way, I would be happy to hear that as well.
Thanks
David