Hi, My Suggestion is that you should use 1 Queue for your 4 agents. maximum One Queue for each Company. Don't make your System overloaded and complicated with too much Queues. Bettet use a good cmdb and Read the FAQs and Documentation about SLA and Services :-) Am 28.04.2011 um 21:31 schrieb "marthter" mailto:marthter@yahoo.ca>: Hi folks, I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples. We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server. We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company. For trying out and learning the features of OTRS, I have set up about 6 queues: - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as: - Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps Further, I would also like to eventually track with more granularity than the above 6, and much of this next-level-of-detail will be repeated under each of the above queues (though some sub-divisions will be specific). For example: - computers - accessories - lost devices - damaged devices - new device roll out - old device removal - laptops - accessories - lost devices - damaged devices - new device roll out - old device removal - network and VPN - connectivity - performance - VPN - cell phones - number and SIM card swaps - accessories - lost devices - damaged devices - new device roll out - old device removal ... I'm wondering if making the queues so detailed is really the right way to do this? or if there are some other features, parameters, status, type, labels, etc on each ticket that would be better to use for this? As far as assigning which of our 4 agents will work on the tickets, the 6 divisions is plenty (basically just 1 or 2 of us will do all the support on any given day, and if there is certain areas where one of us has more knowledge or can finish it faster, it will go to that user even if they aren't "on" on that day). But for analyzing what topics we are getting more calls on, what we are spending more time on, etc, we would like more detail than those 6 divisions. Also I'm wondering if most of you re-do the same labels you use on the queues, as you re-use those labels for FAQ "categories", and if you also re-use those same labels for the TimeAccounting "projects"? Any feedback and sharing of your experiences will be much appreciated. Thanks. Martin --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs

I am fairly new as well.. From my experiences so far though I have gone with something like the following (requires some small code additions which I will gladly help you with if you are interested) Building - (que) Issue Type - (service) Detail - (SLA) What this does is allow me to have something like the following OHS - Account Issue - My account is locked out - I forgot my password - Keyboard/Mouse issue - My mouse stopped working - I need a mouse - I need a keyboard -Monitor Issue - Related SLA's - Computer Issue - Related SLA's - Internet Issue - Related SLA's DLR - Account Issue - My account is locked out - I forgot my password - Keyboard/Mouse issue - My mouse stopped working - I need a mouse - I need a keyboard -Monitor Issue - Related SLA's - Computer Issue - Related SLA's - Internet Issue - Related SLA's Etc etc each service has many SLAs associated with it which allows me to do something like the following A teacher submits a ticket with OHS // Computer Issue // My computer won't turn on That SLA triggers an e-mail that sends out on that specific issue with troubleshooting instructions such as "check if the power cord is plugged in" it reduces a lot of work on your end coming from people that just can't seem to grasp the fact of checking the simple stuff.. and it also helps to better classify your specific issues and you don't get the my computer don't work tickets where you have to spend time investigating what the real issue is.. But in all honesty the way you set it up should be what works best for you.. there is no real best way to set it up.. Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of marthter Sent: Thursday, April 28, 2011 2:24 PM To: otrs@otrs.org Subject: [otrs] how detailed to make the queue names? Hi folks, I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples. We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server. We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company. For trying out and learning the features of OTRS, I have set up about 6 queues: - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as: - Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps Further, I would also like to eventually track with more granularity than the above 6, and much of this next-level-of-detail will be repeated under each of the above queues (though some sub-divisions will be specific). For example: - computers - accessories - lost devices - damaged devices - new device roll out - old device removal - laptops - accessories - lost devices - damaged devices - new device roll out - old device removal - network and VPN - connectivity - performance - VPN - cell phones - number and SIM card swaps - accessories - lost devices - damaged devices - new device roll out - old device removal ... I'm wondering if making the queues so detailed is really the right way to do this? or if there are some other features, parameters, status, type, labels, etc on each ticket that would be better to use for this? As far as assigning which of our 4 agents will work on the tickets, the 6 divisions is plenty (basically just 1 or 2 of us will do all the support on any given day, and if there is certain areas where one of us has more knowledge or can finish it faster, it will go to that user even if they aren't "on" on that day). But for analyzing what topics we are getting more calls on, what we are spending more time on, etc, we would like more detail than those 6 divisions. Also I'm wondering if most of you re-do the same labels you use on the queues, as you re-use those labels for FAQ "categories", and if you also re-use those same labels for the TimeAccounting "projects"? Any feedback and sharing of your experiences will be much appreciated. Thanks. Martin

Hi, marthter wrote:

Hi folks,

I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples.

We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server.

We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company.

For trying out and learning the features of OTRS, I have set up about 6 queues:

- computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps

However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as:

- Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps

This looks too overloaded to me. I'm in a similar situation, providing support for about 10 different working groups. My queues are reflecting the services I provide (Wiki, Web, Subversion, Software::Linux, Software::Mac, Software::Windows, Purchase, Hardware problems, etc.) and I assign the group through a Free Field wich is preconfigured as a popup menu with the 10 working groups. Other Free Fields contain the hostname and the affected software packages. Generally I'd say: Not too many queues (as this complicates things with assigning permissions, replies etc.) and keep other stuff in searchable Free Fields. But YMMV. HTH frank