On 10.05.2014 20:17, Gerald Young wrote:
Good names for Queues: Plumbing, Electrical, Software, Hardware, Support Again, the *only* (as far as I've been able to tell) reason to make individual queues with individual per-queue groups is single agent-based-queues. And the only (in my opinion) good reason to even do that is because you have customers assigned to specific agents, but not all of them at once.
That is. To each queue have access only specific agents, combined by groups. Agent1 and Agent2 are members of Group1 which have access only to tickets in Plumbing queue. Agent3 and Agent4 are members of Group2 which have access only to tickets in Electrical queue. Agent5 and Agent6 are members of Group3 which have access to tickets of both queues, or all, and only to move and/or assign tickets to agents if they do not take them in time. Its obvious that agents related to Software development cannot and must no see tickets designated to HW support team and vice versa. So there will be as much queues with its individual groups needed to divide groups of agents by theirs designation.
Especially, if all the customers have access to all the queues, then all the queues that the customers have access to should be a member of the same single queue of which all the customers are a member.
Yes, this I understand correctly. But I want that, taking in account agents group membership and access, all customers are able to create tickets in all queues. Using service in other hand does not limit (or does?) access for agents to their designated role in company. -- Mimiko desu.