[HELP]How associate same queue to different groups?

[rschirin]

this is my situation:

queue A, queue B, queue C
user1 ---> group1, user2 ---->group2

user1 can use queue A and queue B
user2 can use queue B and queue C

what can I do for the queue B that is in common between two different groups? I really have no idea!
is really not possible to associate two different groups to one queue?

if I use OTRS in a university environment, in which thera are many figures,what can I do? teachers have not the same needs of students, so different problems then different queues.

[crythias]

Customers can be members of multiple groups when Customer Group Support is enabled (See also CustomerGroupAlwaysGroups).
A queue has one group.

what can I do for the queue B that is in common between two different groups?

user1 ---> group1, commongroup
user2 ----> group2, commongroup

queue a --> group1
queue c --> group2
queue b --> commongroup

Queues should be based upon [types of] agents that handle tickets or types of tickets (Plumbing, Printing, Copiers), queues should not (generally) be customer based.

[rschirin]

first of all, thank you for the answer. I thought the same solution though I expect a great mess.

off topic:do you really think queues need to be based upon agents and not customers?

[crythias]

off topic:do you really think queues need to be based upon agents and not customers?

Yes. It'll make most of what you want to do easier.

Don't think about types of customers you'll service. Think of types of things customers will want done. The ticket handlers (agents) are specialists in what they do. They would do what they need to do regardless of who asks them to do it.

If someone needs plumbing done, they should just choose plumbing and the plumbing agent group gets the ticket. Does it matter who asks? Maybe, but then again, are there different agents who handle requests for plumbing that originate from teachers versus plumbing requests from students? You'll still be able to determine priority and importance based upon who sends the ticket. You know who sends not by what queue they choose, but by who chooses the queue.