Used Zammad installation type: (source, package, docker-compose, …)
Operating system: Ubuntu 24.04.3
Browser + version: Firefox 144.0.2
Expected behavior:
Hey, I would like to map several departments working under one topic/group via a Zammad instance, but the ticket should reach different areas.
Therefore, my expectation is to map a process for repairs under one group. Other departments should also act as owners and take over the ticket one after the other.
Actual behavior:
Currently, if I want to resolve this, I have to create another group for the department so that the users who processed the ticket can then forward the ticket to another group.
This is very error-prone because users have other groups and sometimes select the wrong group.
Steps to reproduce the behavior:
Within a group, several users in different departments attempt to coordinate their efforts.
It depends on how your process is structured. If there are always sub-steps for each department, you can simply create custom fields. Each department then has a selection field where they confirm that their work is complete. When they set this to “Completed,” the ticket is sent to the next group via a trigger.
If you need to work on the ticket at the same time, I would create a separate group for this and then authorize a role to access this group.
It might also help to select the “Repair” process from a dropdown menu and then prohibit changing the group via a workflow.
I think it’s good, but I’ve encountered the problem that the user who moves the ticket via the macro needs authorisation to create it in the other group, which is of course annoying for general ticket creation, as the list keeps getting longer and longer with the different groups.
You can also add a new dropdown / tree field for diffrent processes and add a trigger to change the group. For example you have your normal Entry Point Group like “Inbox” → the place where every new tickets are created. Now they can choose from the Dropdown “Services” the “Repair-Process”. If they do so a trigger switches the ticket automatically in the right group.
