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

I think that when the helpdesk support several products its wanted customers see only their queues: queueA <=> customers from groupA queueB <=> customers from grupoB etc Can OTRS hide some queues at customer interface to some grouped customers? Or Can OTRS show some/selected queues at customer interface to selected grouped customers? Carlos México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Gabriele D'Andrea Enviado el: Miércoles, 23 de Mayo de 2007 08:03 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Forcing customers to open ticket into their own subqueue 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)" To: "User questions and discussions about 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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/