Responsibility ManagementΒΆ

Especially in environments where many tickets are handled by many different agents at the same time, it can be difficult for the responsible persons for services, products, cost centers or similar to keep track of all incidents and requests that affect their respective responsibilities.

This feature helps the responsible parties to quickly get into relevant tickets. Once the feature is enabled, responsible agents can set the various ticket properties representing their responsibilities for themselves. For each selected responsibility, agents can receive notifications when, for example, tickets are created or SLA times are reached.

Benefits
  • Subject matter experts have a clear view of incidents and service requests for which they are responsible.
  • Service managers can organize their daily tasks according to the most important aspects.
  • 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
  • TITANIUM
Package Name in OTRS Package Manager
  • OTRSResponsibilityManagement