[otrs] Forcing customers to open ticket into their own subqueue

[Gabriele D'Andrea]

Well, I understand that it's not strictly necessary, because tickets can be 
filtered by CustomerID, but it's not as immediate as it colud be if proper 
subques were enabled.
In other words, with specific customers subques, as soon as an agent logs 
in, he immediately sees tickets divided by each customer, and can easily 
switch between customers queues. Otherways, an agent should search the 
tickets by CustomerID, but it's less practical.


----- Original Message ----- 
From: "Nils Breunese (Lemonbit)" <nils at lemonbit.nl>
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Sent: Wednesday, May 23, 2007 1:42 PM
Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue


I understand setting up queues for 1st, 2nd and 3rd level
troubleshooting, but I have no idea what the benefit of customer-
specific subqueues would be. Just sounds like extra overhead to me.
Each ticket is already associated with a customer, so I wouldn't know
what you'd gain by putting all those tickets in customer-specific
subqueues.

Nils Breunese.