服务负责人¶
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.
- 优点
- 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.
- 目标组
- 大型公司
- 工单量大的公司
- 员工很多的公司
- 面向服务的工作组
- 外包了一级支持的公司
- 可在服务包中找到
- SILVER, GOLD, TITANIUM, PLATINUM
- OTRS软件包管理器中的软件包名称
- OTRSServiceResponsible