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Hello,
We are looking to move from OTRS to GLPI for our ticket and asset tracking and for Technology Department project tracking.
I would like to configure properly but due to differences in nomenclature and process ideology I am not sure how to proceed.
In OTRS we have aliases configured on the incoming mailbox. We also have rules configured so that an email to engineering@domain.com goes into an engineering queue that the technology agents do not see. Likewise if someone sends to techsuport@domain.com it goes into a queue for the IT department and engineers do not see them.
A customer (someone in our company) could log into the portal though and see all of the tickets they created both engineering and technology.
How would similar be accomplished in GLPI? Would the equivalent of a queue in OTRS be an entity or a group or something else?
Currently in our dev/test GLPI we have a main entity <COMPANY> and two sub entities <technology> and <engineering>. I do have a rule for channeling email to the aliases into tickets in those respective entities.
I am not sure this is the expected process and how to handle people that may need to see tickets in multiple entities? Do they have to switch between entities to see them?
Would the groups allow for belonging to multiple entities?
Thank you.
Jesse
GLPI 10.0.5 on Ubuntu 22.04.1
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