one queue per agent

freak · Post by **freak** » 01 Oct 2014, 14:35

Running 3.3.8. Currently I have 4 techs under my lead. I would like for each of them to have their own queue that only they have access to. The tickets should come in to an "incoming" queue which they should all be able to see and move tickets to the correct agent/queue but once they are moved, they should not be visible anymore to the other techs. I've been reading through the docs but can't seem to get the permissions correct. If anyone can offer any tips I would appreciate it.

jojo · Post by **jojo** » 01 Oct 2014, 14:43

don't do personal queues. create them based on functional needs, so people can also work on other tickets if somebody gets ill or is on vacation

Post by **crythias** » 01 Oct 2014, 15:23

jojo's right because it's a nightmare to maintain. But if you want to do it: add a queue and a queue group for each agent

all agents in triage group (where all tickets come in)
queue for main member of group triage

agentBob is a member of agentBob_grp and agentBobQueue is a member of agentBob_grp.

a hint on how to do this en masse: viewtopic.php?f=60&t=16933

The practical reason to do this is only if you promise you're not sharing tickets. Note that OTRS is designed to be more collaborative in this sense. Sharing knowledge of how tickets are solved is quite important.

freak · Post by **freak** » 01 Oct 2014, 15:47

jojo wrote:don't do personal queues. create them based on functional needs, so people can also work on other tickets if somebody gets ill or is on vacation

For right now that is what I want because my techs spend too much time pouring over others queues. I want them to focus on their queue and their queue only.

jojo · Post by **jojo** » 01 Oct 2014, 16:38

still is really bad design.

freak · Post by **freak** » 01 Oct 2014, 16:50

Do you have a good design that I could use to keep queues private?

jojo · Post by **jojo** » 01 Oct 2014, 16:53

there is no need to keep queues private.

Post by **crythias** » 01 Oct 2014, 16:58

The only way to keep queues private is by group memebership. A queue is a member of exactly one group. An agent can be a member of multiple groups.

freak · Post by **freak** » 01 Oct 2014, 17:04

I've done this and it works but the queues don't show up in my overview even though I have access to all groups. Any way to fix?

RStraub · Post by **RStraub** » 04 Oct 2014, 09:45

Did you select them in your preferences under "my queues" ?

freak · Post by **freak** » 06 Oct 2014, 14:13

Yes but that does not make them show up in "Ticket Queue Overview"

askvicky · Post by **askvicky** » 13 Oct 2014, 10:29

how will this show up in the report ?
i would like to explore this area too

Znuny Open Source Ticketsystem

one queue per agent

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