On 10.05.2014 20:55, Gerald Young wrote:
I created multiple queues with a group for each why? And, why did you create so many queues? Note that 100 queues means a customer has 100 choices as the first box he's choosing. This kills user experience. It's not a nice thing to do to your customer.
I didn't create 100 queues, I just mentioned about that. Of course there will be much less queues in order to have a queue for every groups of agents.
So there will be as much queues with its individual groups needed to divide groups of agents by theirs designation. I ... don't know how to translate this into English.
Well, I did an explanation with following (sorry):
Its obvious that agents related to Software development cannot and must no see tickets designated to HW support team and vice versa. sure. Queues and groups are more related to agents than customers anyway.
Using service in other hand does not limit (or does?) access for agents to their designated role in company. Does not. Services are attached to customers. WIth ACL, what a customer chooses as Queue can affect the choices of service the customer has (of the services that belongs to the customer.) Likewise, with ACL, if a customer starts with service, the Queue(s) that are available to the customer can be restricted.
Hm, can I use ACLs to restrict groups of agents to certain services? -- Mimiko desu.