Web: CustomerGroups, customers members of groups that belongs to the queues they have access to. (Each Queue has a group. Each agent can be members of multiple groups. Remove Queue from "users" group. Email: PostmasterFilter. On Wed, Feb 5, 2014 at 12:36 PM, Leah Kelly wrote:

Thank you everybody, this helps a lot! I appreciate your answer Gerald, this clears things up for me regarding the differences between the configuration set-ups. Thanks! I have decided to keep the parent Client Services, with each AM as a child (subqueue). This is because most requests are made to specific AMs as they are their POC.

The next questions would be, is there a way to filter the generic requests that are made to the parent (support@) into the AM who represents them? Sometimes clients don't know who their AM is, so they just write to the generic box. It would be nice to push that client to the AMs queue so the appropriate AM could handle their client.

I was thinking we could do it based on domain names, can anybody think of a better more efficient way?

Thanks again! --------------------------------------------------------------------- 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