Hi Markus, I have to tell you I am facing the same issue (I am using OTRS for more the 4 years) and the sub-queue system will not be the best approach. Getting into more details (having a lot of product to support or many main categories) will lead you to a large number of queues. The downside of this will be the management (adding responses, new users, etc) and the fact that your operators will be lost through them. I think a better way to serve this will be to use the ticket type (new feature in 2.2.1) or the Free fields (from old 2.1, but in here you will run in some troubles in terms of DB performances and queries). In my current implementation I am using the following format: Queue level 1 - market segment; Queue level 2 - language + tier. All other things are recorded in some custom fields (we made some customization) similar to Free Fields. I am planning to move to 2.2 and use the ticket type for some of them. Hht, Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Sunday, July 29, 2007 3:01 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Sub categories in OTRS? Markus Uelzer wrote:
Would it be possible to have subqueues of subqueues?
In the meaning a hirachry like "English tickets" -> "Product: XYZ" -
"Technical Support" ? That was what I was suggesting. I haven't tried it, but I think that might be possible.
Nils Breunese.