Re: [otrs] Queues and subqueues tickets

Not exactly. Different Queue or Subqueue it's a your choice because every queue could be assigned to a group (they don't have inheritance). A guy could be present in more than one group and to help is present either roles (that could operate as a mask for default options). If this is not enought there are ACL too, but they have to be manually coded. But then I leave to a better english speaker additional details. hth MV On Mon, Nov 9, 2009 at 12:45 PM, Tomás Tormo wrote:

So, we should create as many queues (not subqueues) as people we have in a department (lets call them "technicians"). The, the manager would see all tickets and then move them to the appropiate queue.

But.. what if one of the technicians should perform another task? Do we have to move him to the appropiate group? Isn't there any way to have all technicians in some common group, and assing them tasks separatelly? (Hope u understand me :D)

Thank you very much.

Marco Vannini wrote:

No, I mean, yes... :D as you like... in both case you should however create 2 or more different group and assign each queue to those groups.

On Mon, Nov 9, 2009 at 11:55 AM, Tomás Tormo wrote:

...

s there any way to get this? should we create different main queues for the task instead of using this approach?

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