Queues USAGE - Understand the Process

[rubemfernandes]

Hello,

My question is about how do we use the queues and their relations with the Agents.

I have the following company's process:

sales@foo.com -> general mail for sales.
help@foo.com -> General mail for troubles.
sale01@foo.com ,sale02@foo.com,sale03@foo.com,sale04@foo.com,salesmanager@foo.com
manager01@foo.com,manager02@foo.com,principal@foo.com

1) One email for receiving/sending quotes and FOUR sellers that could handle the ticket.
2) One Sales Manager. He must know everything about the sales.
3) One email for receiving troubles . TWO managers could complete the ticket.
4) One email for each professional.They use Outlook and they can access Browser.
5) One General Manager that must read and know about all events.
6) I guess we should have two queues. One for trouble and one for sales. The professionals are all agents. Is that correct ?
7) I wanna know which emails, queues, postmasters I need to config.
How do you use the Queues at your work?

Thanks in advance.

Rubem - > Brasil

[crythias]

A Queue are just a hat the ticket sits in.
A queue belongs to a group
An agent can be a member of multiple groups.
Agent's group permissions determine what he can do in the group, and therefor the queues associated with the group.

It seems like your intuition is accurate for your explanation: two queues, two emails BUT!!! I recommend that one inbox with the emails for the queues to be aliased to the same box -- one fetch, dispatched by Queue.

There's really too much to explain that hasn't already been discussed throughout the forum and the documentation.

You seem to be on the right track.

[rubemfernandes]

" BUT!!! I recommend that one inbox with the emails for the queues to be aliased to the same box -- one fetch, dispatched by Queue."

Why? Can you show me an example?

[crythias]

I meant - dispatched by "To"

All inbound email addresses will need to be established in Admin, Email addresses, which point each email address to a queue.
Then, outside of OTRS, the email addresses are aliased to one inbox. This inbox is the only box that's fetched, and the destination divvies out by recipient address according to "Email Addresses" within OTRS.

"Why?" because all it takes externally is to add another alias if/when you need it, then (optionally) add additional Email Addresses entries in otrs. No need to manage multiple fetch boxes.

OTRS deletes all mail when it fetches anyway, so it's not as if the single inbox is a problem for most purposes.

[rubemfernandes]

Thank you. The "ticket" is closed. OTRS is very helpfull. Otterhub too!!