Groups Vs Queues

[SLESSARD]

Hi folks ... Back with a new OTRS setup and just can't wrap my head around the difference between Queues and Groups. In my setup I have a verification, processing and deployment team. Each groups are replicated per provinces (canada) meaning requests are routed per provinces and then follow the same workflows .. Just different people dealing with the 'provincial requests'. Requests are split into provinces because peoples involved in processing them have to be licensed per provinces

Can someone refresh my memory about groups and queues?

[crythias]

A queue is a set of agents that are eligible to handle a ticket.
A Queue is assigned exactly one group
Membership of groups can also apply as permission to access interface modules.

[SLESSARD]

You mean a group is a set of agent?

[crythias]

A queue is the front end representation of the activities and milestones that the associated group of agents should be able to do.

I'm not sure at what point this needs explanation.

[SLESSARD]

in your first reply you mentioned

A queue is a set of agents that are eligible to handle a ticket.
A Queue is assigned exactly one group
Membership of groups can also apply as permission to access interface modules.

In my 2nd reply I simply asked if you meant

A GROUP is a set of agents that are eligible to handle a ticket.
A Queue is assigned exactly one group
Membership of groups can also apply as permission to access interface modules.

[crythias]

A group is a set of agents (or customers). It has no ability beyond the ability of being a collection.
A queue defines the group's attributes for the current queue.