CostumerGroups and queue

[seb1207]

dear All,
I try to explain what i want to do with OTRS, I understand a queue is a category of tickets and the groupp assign for this queue it's for the agent, so i create 2 queue (Computer and Telephony), in my company we have 2 helpdesk departement 1 for Telephony and other for computer, so i create to group and i put each agent in his specific groups, and i map each queue.
Now i have 12 sites and i want for each costumer cant open a ticket for a specific technolgy (computer or telephony) for his site and, can see the tickets for all costumers on his site. So i think to do a sub queue for each site.
Telephony
site1
site2
.....
Computer
site1
site2
...
But i don't know if i need to create a group for each sub queue (ex; telsite1, computersite1, telsite2, ...) or just assign the groups (Telephony and computer)
and i don't know if i must use the CostumerGroupSupport feature and i don't knonw witch group i need to write in the field CustomerGroupAlwaysGroups.
i neeed also for specific costumer (area manager) needs to see all ticket for 8 sites another need to see the tikets for 5 sites, and for that i think use the costumerIDS features i's wrong or not?
For more information my costumer backend is my ACtive Directory, i have all costumer and they can log on the web costumer interface, there are no problem.

Thanks in adavance

[crythias]

Comments inline:

dear All,
I try to explain what i want to do with OTRS, I understand a queue is a category of tickets and the groupp assign for this queue it's for the agent, so i create 2 queue (Computer and Telephony), in my company we have 2 helpdesk departement 1 for Telephony and other for computer, so i create to group and i put each agent in his specific groups, and i map each queue.

Sounds good. 2 Queues, one for each department

Now i have 12 sites and i want for each costumer cant open a ticket for a specific technolgy (computer or telephony) for his site and, can see the tickets for all costumers on his site.

CustomerIDs

So i think to do a sub queue for each site.
Telephony
site1
site2
.....
Computer
site1
site2
...

Queues are agent-side, not customer side. OTRS is not designed for a customer to see all the tickets for a Queue. It's designed for all the appropriate agents to see all the tickets for a Queue

But i don't know if i need to create a group for each sub queue (ex; telsite1, computersite1, telsite2, ...) or just assign the groups (Telephony and computer)

This may not be necessary at all. Grouping for customers may not be relevant for this purpose.

and i don't know if i must use the CostumerGroupSupport feature and i don't knonw witch group i need to write in the field CustomerGroupAlwaysGroups.

i neeed also for specific costumer (area manager) needs to see all ticket for 8 sites another need to see the tikets for 5 sites, and for that i think use the costumerIDS features i's wrong or not?
For more information my costumer backend is my ACtive Directory, i have all costumer and they can log on the web costumer interface, there are no problem.

An area manager needs to have CustomerIDs for each customer of the site he manages.

A CustomerID is a group name. Individuals with the same CustomerID can see all the tickets of people with their CustomerID in "Company Tickets" of the Customer interface. By default configuration, individuals have individual CustomerID (usually email address). A manager would need to have the new CustomerIDs field populated with a list of individual CustomerID of those whom he manages.

BTW, a costumer is one who provides clothes, and a customer is one who buys them .

[seb1207]

thank you for your explanation, but how to separate each queue for diferent site? i'm explain
on site 1 costumer ( A, B and C) can open a ticket for queue computer and telephony and these costumer need to see all ticket for site 1
on site 2 costumer (D and E) can open a ticket for queue computer and telephony and these costumer need to see all ticket for site 2
but the costumer on site 1 can't see the ticket for site 2. it's possible i think by costomerIDS.
How my agent see if the telephony ticket for costumer A is for site 1 or if the ticket is for site 2, if i have just 2 queue (telephony and computer) ?

[crythias]

thank you for your explanation, but how to separate each queue for diferent site? i'm explain
on site 1 costumer ( A, B and C) can open a ticket for queue computer and telephony and these costumer need to see all ticket for site 1
on site 2 costumer (D and E) can open a ticket for queue computer and telephony and these costumer need to see all ticket for site 2
but the costumer on site 1 can't see the ticket for site 2. it's possible i think by costomerIDS.
How my agent see if the telephony ticket for costumer A is for site 1 or if the ticket is for site 2, if i have just 2 queue (telephony and computer) ?

The agent can see the CustomerID of the customer when he zooms the ticket. Also, it is possible to store Company information with the customer/user table. The site 1 information is per customer, not per ticket or queue, generally.

If a customer of site 1 needs to see all the tickets for site 1, that is in "Company Tickets" and relies on the CustomerID as explained previously. If employees aren't supposed to see each other's tickets, they will have each an individual customerID. If a manager of site 1 needs to see his employee's tickets (all tickets of site 1), he needs customerIDs (note the s) and a list of his employees customerID in that field. If all the employees of site 1 are allowed to see each other's tickets, they should all have the same CustomerID. This customerID will be different from site 2's customerID.

Also note that tickets store the username and customerID in the ticket database table. If you change a user's customerID, it will NOT change the customerID stored with an existing ticket, until you change the customer associated with the ticket or use Generic Agent to change the customerID.

[seb1207]

I understand , the fonctionality custumerIDs but it's just perhaps a confusion with the customer company features (field).
So i try to configure my OTRS with 2 Queue and Customer IDS and tell you the result
thank for your help

PS: sorry for my english and the confusion betwenn costumer and customer