[CANCELED] Working with sub-queues

[HervE]

Hello,

I am new here, trying to do configuration in order to install OTRS in the company I am working.

The structure which would fit our needs is the following:

Queues = continents (Europe, America, Asia, Africa, Oceania)
Sub-queues = countries
Sub-sub-queues = customers (related to the country they belong)

We are very few agents, so that would make no sense to have queues = categories of agents.
(Basically, all agents will be granted OTRS administrator rights.)

My problem is that OTRS does not seem to allow tree view of queues/sub-queues.
In the ticket view by queue, you can only see queues, not sub-queues.
Moreover, the number of tickets contained by the queues (noted between parentheses) does not include the sub-queues.

To make it clear, we are somehow moving from Microsoft Outlook to OTRS, so we would like to have more or less the same organization, i.e. treeview of Outlook folders.

What can I do?

Regards,
HervE

Jan. 19th 2011: We decided to let down this idea of classification. However, it would still be interesting to learn more about sub-queues in OTRS...

[crythias]

There is no tree view of subqueues. It's just Queue, Queue::SubQueue, Queue::SubQueue::SubSubQueue.
If you're providing one item of support, that's probably ok. If instead you were providing support for both "hardware" and "software" and had different teams of agents for each piece, you could continue with FreeText or Type, but you couldn't subcategorize (software::Access, software::word) them easily.

If location works, great . I'd consider using customer groups, if that's an option, to segregate customers to locations and queues (actions) to locations.

In the end, it's up to you to determine how OTRS works for you.

[palcic]

Hi,

where can I enable Sub::SubSubQueue

thanks

[crythias]

@palcic, when you set up a queue, you can tell it who its parent is.

[palcic]

thanks, find it