Hi, Prafulla Kumar H.S. schrieb:
Hi,
I have created a queue by name Helpdesk and queue belongs to Helpdesk Administrator group.
I have created several queues such as Servers, Lab, Telephone, etc. under Helpdesk queue. All these sub queues are put under Service Department group.
Now, I have noticed that, customers are able to see and submit their tickets to sub-queues also. How to hide these sub queues from them.
See my posting from this noon on another topic.
How to configure OTRS for assigning a ticket to 3-4 members at a time. I have tried by putting these members in a group, but not able to assign the calls. I don't where I am missing some config settings.
I think this can only be achieved by assigning the ticket to a specific queue. You can restrict the access to this queue to the agents (3-4 members) you mentioned. So your future queue-structure reflects the organization of your support teams. But your todays queue-structure reflects the IT-specific topics. This would have to be moved to a ticket-free-key/value. We have the same "problem" in our OTRS-configuration and will move to my suggested solution the next weeks. What is your opinion on my solution?
Thanks and Regards, Prafulla Kumar
Bye, Alex