Splitting of Queue in case of a new ticket.

[catharn]

Hello everybody,

I'm coming with a request, without knowing if it is possible to do it.

In a OTRS System, you have Queues and also SubQueues.
Generally, when you open a new ticket, you can chose the Queues and directly in the same dropdown menu the subqueues.

Imagine, we have two queues : Helpdesk and Order
In Helpdesk, we have the two sub queues Hardware Problem and Software problem.
So we have :
Helpdesk
- Hardware Problem
- Software Problem

I want in fact, in case of a new ticket, that we can select in a first dropdown menu the "root queue", and in function of if there is another subqueue present in the queue, it opens a new dropdown menu with the other possibility.

In our example, we'll have a first dropdown menu with Helpdesk and Order, and if we chose Helpdesk, it appears an other dropdown menu in order to chose Hardware Problem or Software Problem.

Can you indicate me if this is possible ?

Thank you in advance, and I hope you'll understand my request!

Have a good day

[reneeb]

This would need development. If you develop a solution you should ask yourself what should happen if you have three levels (Hardware -> Software Problems -> Office)...

[crythias]

You may want to consider Services instead of Queues for this. Queues should be related to the [groups of] agent that can handle a specific ticket.

[catharn]

Thanks for your answer. I'll have a look at that for the weekend.