Services vs. Queue

[pc-coholic]

Hi everyone!

I was looking around in OTRS and can't realy decide... Perhaps you can tell me...

We're doing here support almost exclusivly by phone. Incoming Incidents have to be sorted by category (like: Software, Hardware, Datacenter, Homeoffice, ...).

Until now, I would just have created a new queue for every topic, but as of OTRS 3 I am aware, that there are also services...

So I'm not shure anymore what should be done in accordance with "best practise".

Any ideas on this subject?

Cheers,
Martin

[Wolfgangf]

Well, I'd suggest using queues for things like 1st Level support, 2nd level support; in general: different teams of agents
Services is what you provide your customer: hardware, software, applications, ...

few queues, many services

[pc-coholic]

Hi Wolfgang!

Thanks for the clarification

Martin