Secondary customer portal and grouping the members.

[vinesh]

Hi all on this forums i need some suggestion and help regarding my OTRS configuration please help me. Presently i am using OTRS 3.3.9 version exclusively for IT Helpdesk and it work fine without any issues. But my manager has one requirement now for including HR, Admin and Finance department to OTRS but issue is as below points.

1. We have 10 locations across india and each office has HR, Admin and Finance department how do OTRS assign ticket for particular location group of members. If so how do i achieve it.

2. He does not need same IT Helpdesk customer portal for HR, Admin and Finance department..he needs an different page for HR, Admin and Finance department is that possible? and customer portal will have only HR, Admin and Finance queues, subject and text article and after submitting the ticket in OTRS...how do OTRS identifies to which location HR, Admin and Finance department the ticket has to been submitted automatically.

Please help and suggest me what is the best configuration to achieve above points. Thanks everyone.

[RStraub]

Hey there,

I'm having some trouble to understand what you want to achieve.

to 1.)
You know that queues have hierachical structure? You could use roles and groups to assign the agents to a certain root of this example structure:
South
South::HR
South::Admin
South::Finance
North
North::[...]

2.)
What do you mean with "different pages" ?

OTRS identifies "automatically" only what you tell it to do in the PostMaster-Filters. Default is set to "raw", but it would be easy to set up 10 filters based on the ten locations - assumed they use different email domains.

[vinesh]

I do understand....I am planning for an new otrs ticketing system now and wanted to re-structure my ticketing system.

As i told you all..i have 9 locations across india. Example of locations
Location-1
Location-2
Location-3
Location-4
Location-5
Location-....

Planning departments has queues for all locations should have same common names as below.
HR
IT
Payroll
Bank Account
Finance
Admin

To create an queue where Name, Group and Email Id is mandatory and Name cannot be same..
Example1:
Name:HR
Group: HR_Location1
Email Id:xyz@domain.com

Example2: I cannot create this name because it will not accept same queue names..
Name:HR
Group: HR_Location2
Email Id:abc@domain.com

So i need to build and achieve queues as below example.
Example :
Location-1 users logs an ticket in HR queue and the ticket should be handled by Location-1 HR team with xyz@domain.com.
Location-2 users logs an ticket in HR queue and the ticket should be handled by Location-2 HR team with abc@domain.com.

Similarly with other queues too like.
Location-3 users logs an ticket in Bank Account queue and the ticket should be handled by Location-3 Bank Account team with 123@domain.com.
Location-4 users logs an ticket in Bank Account queue and the ticket should be handled by Location-4 Bank Account team with 456@domain.com.

Please suggest and help me how can i achieve this..Thanks in advance.