I understand your setting but you can obtain the same results by creating simple queues instead of subqueues. I try to understand any real advantage of using subqueues but i can't see anyone... 2008/5/23 Marco Vannini :

I use them as follow. Assuming that we use otrs internally where a test group make us request about new product install, analisys of fault in application, configuration changes, we configured queue as follow:

PRE PRE::Config PRE::Analisys PRE::Install PRE::Fault

SIT SIT::Config SIT::Analisys SIT::Install SIT::Fault

Where PRE & SIT are a preproduction environment and sit is a system integration test environment.

cheers

MV

On Thu, May 22, 2008 at 11:08 PM, Sébastien Prud'homme wrote:

...

Hi,

Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues).

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Tickets in subqueues only appears if the agent is in the group of the subqueue (or has a role that is in the group of the subqueue). Another idea? 2008/5/23 Nils Breunese (Lemonbit) :

Sébastien Prud'homme wrote:

...

Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues).

I believe tickets in subqueues also appear in the parent queue.

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