Outdated documentation

You are looking at the documentation for an older release. For the latest information, please see current release documentation.

Service Responsible

In cases where many tickets are being handled at one time by many different agents, it can be hard for service owners to keep an eye on all incidents and requests that pertain to their respective service.

This feature helps service owners involve themselves quickly into relevant tickets. Once enabled, agents are able to self-identify the services for which they are responsible. For each service selected, agents receive notifications when tickets arise that are assigned to this service.

Benefits

• Subject matter experts have a clear overview about incidents and service requests for which they are responsible.
• Service managers can organize their day-to-day responsibilities based on what is most important.
• Product owners of large product catalogs can be notified based on their personal responsibility settings.

Target Groups

• Large companies
• Companies with a high volume of tickets
• Companies with many employees
• Service-oriented workgroups
• Companies with outsourced first-level support

Available in Service Package

• SILVER, GOLD, TITANIUM, PLATINUM

Package Name in OTRS Package Manager

• OTRSServiceResponsible

Contents

• Administrator Interface
• Agent Interface
• External Interface