Hey everyone,

I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows:

“ACE Employees” is the group for all customers.

I have 2 separate roles and queues for the 2 different departments “IS” and “IT”.

We have 3 “IT” queues and 7 “IS” queues that want customers to be able to see all 10 queues.

I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues.

I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place.

I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative!

Thanks!!

Isaac Weissenberger

Network Operations Specialist

Ace Communications Group

507.896.6236 phone

507.429.9367 cellular

iweissenberger@acecomgroup.com