Right way to setup queues for different companies

[hmmmm3]

In my OTRS setup, I am setting up to manage about 100 different companies, with users and agents that don't share info. So essentially, company A is hidden from company B.....and so on.

I have two options:
1.) Create 1 queue that all agents share.
2.) Create identical queues for all companies (i.e. 100 queues)

Currently, I created 1 queue that contains all agents. Typically, 1 agent handles one company. Each agent has multiple services ...i.e., electrical, housekeeping, etc ... But as you know, all agents will receive the notifications each time a ticket action happens...whether it's their ticket or someone else.

I have been researching and come up with some ways to hide info from different clients, but can I want to know if agents from different companies can effectively reuse the same queues or is it necessary for me to create a queue structure for each company? And if I have do do that, how many queues can OTRS handle before it starts getting sluggish?

I hope I am clear.

[crythias]

The right way to set up queues for different companies is to not set up queues for different companies. (Different agents, sure.)

Queues organize who can handle the ticket. Services are things the customer has that need to be fixed.

I want to know if agents from different companies can effectively reuse the same queues

Edit: Wait.. AGENTS from different companies? Customers, yes.

Sure they can. They use the same telephone number to call you, don't they?



viewtopic.php?f=53&t=16064

[hmmmm3]

Edit: Wait.. AGENTS from different companies? Customers, yes.

Sure they can. They use the same telephone number to call you, don't they?

No, they call the agent or send in an email. If everyone is using the same queues, what keeps different agents, at different companies,from receiving new ticket notifications? I think I'm okay with reusing queues, but how to limit notifications gets tricky or maybe I'm just confused. Using a previous post of yours, I modified newticket.pm to only create tickets from database customers. However,I went even further and automatically assigned the ticket owner to be the agent that created the customer. Note: Customers will only be created by the company agent they are affiliated with.

So can notifications be managed using this approach? Should I just trash my entire approach? Am I approaching this in the right way?

I hope I'm clear.

[crythias]

Perhaps it might be better if you define your terms.

If companies are on the agent side, then it might be best to create an otrs instance for each company.