Hi, marthter wrote:
Hi folks,
I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples.
We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server.
We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company.
For trying out and learning the features of OTRS, I have set up about 6 queues:
- computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps
However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as:
- Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps
This looks too overloaded to me. I'm in a similar situation, providing support for about 10 different working groups. My queues are reflecting the services I provide (Wiki, Web, Subversion, Software::Linux, Software::Mac, Software::Windows, Purchase, Hardware problems, etc.) and I assign the group through a Free Field wich is preconfigured as a popup menu with the 10 working groups. Other Free Fields contain the hostname and the affected software packages. Generally I'd say: Not too many queues (as this complicates things with assigning permissions, replies etc.) and keep other stuff in searchable Free Fields. But YMMV. HTH frank