The obvious benefit would be that each customer can have an overview of his own ticket, without being able to "spy" on any other customer's queue. Alos, for stats, it may come handy, to classify problems per users. Of course, I'm new to using OTRS so maybe there is something I didn't understand, but I see no other way to do something like that. Ulrick. Gabriele D'Andrea wrote:
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
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. (See attached file: PGP.sig)_______________________________________________ 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/