[otrs] Sub categories in OTRS?

[Nils Breunese (Lemonbit)]

Markus Uelzer wrote:

> Currently it is planned to use OTRS in our helpline. We ordered a  
> managed server now, but there are still some things left which I am  
> unsure about.
>
> It is planned to have main queues for every language (we habe  
> support mail adresses for every language). Every language queue  
> will diveded in subqueues for each of our products.
>
> Now the thing is, we will have to do weekly reportings to our  
> Headquarters and they want even to know how many inquiries we  
> received for cxertain categories (like "General questions",  
> "Technical Problems", "Account Problems" ...)
> What would be a good way to implement those categories also in  
> OTRS. Would there be the possibility to define such categories and  
> our agents can selct the proper category when they close the ticket?

You could maybe create another level of queues or create special  
ticket types for the different problem categories. I have used  
neither, but I think it should be possible.

Nils Breunese.
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