Hi Philippa, On Tue, Mar 04, 2003 at 09:53:11AM -0000, Strange, PJ (Philippa) wrote:
I've come unstuck finalising users, groups and queues.
We devised a hierarchy of queues which matched identically the hierarchy of staff within the project. Unfortunately OTRS is lacking some finer customisation that RequesTracker allows ie
/groups/queues - staff
/tier1/support - everyone in tier1 /tier1/tech - selected experts in tier1 /tier1/mngmnt - management in tier1 /tier2/support - everyone in tier2 /tier2/tech - selected experts in tier2 /tier2/mngmnt - management in tier2 /tier3/support - everyone in tier3 /tier3/tech - selected experts in tier3 /tier3/mngmnt - management in tier3
If I use the groups as above then tier1/support staff can see the tier1/mngmnt queue, if I have a support group then they can see queues across the 3 tiers.
In order to workaround this in OTRS I will have to have a group for each queue which kind of defeats the object or have I missed the plot?
I added to the CVS a ro/rw option to the groups. So this is more flexible. There is also a new config option "QueueViewAllPossibleTickets" which allows to show the ro-queues in the queue view (default 0). In your case set it to 1. The "user->groups->queues" option very helpful if you have more the 30 agents.
Philippa Strange
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl