My responsibles woud like to deploy the system so that way, I guess just for layout reasons, in order to separate customers queues from other queues. In fact, we have a primary queue where we receive customers requests, the we have other queues. So I thought about subqueues as a way to organize queues and visually separate the primary, secondary , etc queues ----- Original Message ----- From: "Nils Breunese (Lemonbit)" To: "User questions and discussions about OTRS.org" Sent: Wednesday, May 23, 2007 12:16 PM Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue Gabriele D'Andrea wrote:

Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following.

Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A).

The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue.

I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this?

I don't know much about subqueues and permissions, but I'd like to know why you need a subqueue for every individual customer? I don't really see the use, but I might be missing something. Nils Breunese.

The obvious benefit would be that each customer can have an overview of his own ticket, without being able to "spy" on any other customer's queue. Alos, for stats, it may come handy, to classify problems per users. Of course, I'm new to using OTRS so maybe there is something I didn't understand, but I see no other way to do something like that. Ulrick. Gabriele D'Andrea wrote:

My responsibles woud like to deploy the system so that way, I guess just for layout reasons, in order to separate customers queues from other queues. In fact, we have a primary queue where we receive customers requests, the we have other queues. So I thought about subqueues as a way to organize queues and visually separate the primary, secondary , etc queues

I understand setting up queues for 1st, 2nd and 3rd level troubleshooting, but I have no idea what the benefit of customer- specific subqueues would be. Just sounds like extra overhead to me. Each ticket is already associated with a customer, so I wouldn't know what you'd gain by putting all those tickets in customer-specific subqueues. Nils Breunese. (See attached file: PGP.sig)_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Well, I understand that it's not strictly necessary, because tickets can be filtered by CustomerID, but it's not as immediate as it colud be if proper subques were enabled. In other words, with specific customers subques, as soon as an agent logs in, he immediately sees tickets divided by each customer, and can easily switch between customers queues. Otherways, an agent should search the tickets by CustomerID, but it's less practical. ----- Original Message ----- From: "Nils Breunese (Lemonbit)" To: "User questions and discussions about OTRS.org" Sent: Wednesday, May 23, 2007 1:42 PM Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue I understand setting up queues for 1st, 2nd and 3rd level troubleshooting, but I have no idea what the benefit of customer- specific subqueues would be. Just sounds like extra overhead to me. Each ticket is already associated with a customer, so I wouldn't know what you'd gain by putting all those tickets in customer-specific subqueues. Nils Breunese.

A mistake: I think that when the helpdesk support several products is wanted customers see only their queues: queueA <=> customers from groupA queueB <=> customers from grupoB etc Can OTRS hide some queues at customer interface to some grouped customers? Or Can OTRS show some/selected queues at customer interface to selected grouped customers? Carlos México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Oyarzabal Enviado el: Miércoles, 23 de Mayo de 2007 08:53 a.m. Para: 'User questions and discussions about OTRS.org' Asunto: RE: [otrs] Forcing customers to open ticket into their own subqueue I think that when the helpdesk support several products its wanted customers see only their queues: queueA <=> customers from groupA queueB <=> customers from grupoB etc Can OTRS hide some queues at customer interface to some grouped customers? Or Can OTRS show some/selected queues at customer interface to selected grouped customers? Carlos México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Gabriele D'Andrea Enviado el: Miércoles, 23 de Mayo de 2007 08:03 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Forcing customers to open ticket into their own subqueue Well, I understand that it's not strictly necessary, because tickets can be filtered by CustomerID, but it's not as immediate as it colud be if proper subques were enabled. In other words, with specific customers subques, as soon as an agent logs in, he immediately sees tickets divided by each customer, and can easily switch between customers queues. Otherways, an agent should search the tickets by CustomerID, but it's less practical. ----- Original Message ----- From: "Nils Breunese (Lemonbit)" To: "User questions and discussions about OTRS.org" Sent: Wednesday, May 23, 2007 1:42 PM Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue I understand setting up queues for 1st, 2nd and 3rd level troubleshooting, but I have no idea what the benefit of customer- specific subqueues would be. Just sounds like extra overhead to me. Each ticket is already associated with a customer, so I wouldn't know what you'd gain by putting all those tickets in customer-specific subqueues. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

Well, that's more straightforwarding, and can be a good reason not to set up subqueues :) OK, thank you for your help Gabriele ----- Original Message ----- From: "Nils Breunese (Lemonbit)" To: "User questions and discussions about OTRS.org" Sent: Thursday, May 24, 2007 9:25 AM Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue You can also click the CustomerID for a customer in a queue and see all tickets for that customer that way. I was just trying to save you some overhead in your setup. If you really feel you need subqueues for all customers, by all means go ahead and set them up. Nils Breunese.

Thank you for your help If I can configure a generic agent that move tickets from the parent queue to subqueues based on CustomersID, I won't need any manual intervention, right? ----- Original Message ----- From: "Shawn Beasley" To: Sent: Thursday, May 24, 2007 12:47 PM Subject: [otrs] Re: Forcing customers to open ticket into their own subqueue

Gabriele D'Andrea schrieb:

...

Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following.

Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A).

The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue.

I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this?

Thanks for any suggestion

It would be possible to have one central queue for incoming customer tickets, and then setup a generic agent to do the sorting to the correct queues after the tickets come in.

I would setup the customer interface so that they could select a free field and then let the generic agent sort into a new queue on hand from the entry in this field

This however allows all registerd customers to open tickets that would be sorted to the queue of another company.

Additionally, in order to prevent this, you can give the generic agent the customer name that should be able to do this.

Either way you do this it will be combined with manual administration for each rule.

Another option would be to sort with the general agent using the criteria Queue and FreeText.

This would allow all users who were able to open tickets in this queue (regardless of the customer number) to be recategorized on hand from the FreeText field.

The whole thought pattern is a little complicated. If it were possible to export the generic agent setting I could give you an example.

--Shawn

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