On Thu, Sep 13, 2007 at 02:27:22PM +0200, Marc Gumbold wrote:

from an ITSM perspective the concept of Queues within OTRS has been used formerly to represent something like "IT Services". Now that we have real "IT Services" within OTRS:ITSM, what would you use the Queues for?

1) OTRS::ITSM is based on OTRS, which still uses queues, (yes, plain OTRS also supports services.) 2) Scenarios are imaginable where queues are needed for non-services (e.g. in companies which aren't completely ITIL-oriented.) cheers Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!