My responsibles woud like to deploy the system so that way, I guess just for
layout reasons, in order to separate customers queues from other queues.
In fact, we have a primary queue where we receive customers requests, the we
have other queues. So I thought about subqueues as a way to organize queues
and visually separate the primary, secondary , etc queues
----- Original Message -----
From: "Nils Breunese (Lemonbit)"
Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following.
Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A).
The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue.
I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this?
I don't know much about subqueues and permissions, but I'd like to know why you need a subqueue for every individual customer? I don't really see the use, but I might be missing something. Nils Breunese.