Multiple location systems

[neuromouse]

Hi,

I'm new to OTRS, so excuse me if this is something logical.
I would like to implement multiple location systems in OTRS and bind them together. One system would be physical locations, the other system would be the organizational structure of the company. Then I would like to bind the organizational structure to each physical location. What do you suggest would be the best way to achieve this?

Thank you,
Simon

[crythias]

Use a good Queue structure.

[neuromouse]

Is this considered a best practice? The "organizational structure" has a lot of logical locations (200+). Can queues be imported - and perhaps bound to locations - or vice versa - a location bound to a queue?

[crythias]

Is this considered a best practice? The "organizational structure" has a lot of logical locations (200+).

This is pertinent information that would have been helpful in the original post.

Note that it's possible that location information can be provided as demographics to the customer information. This can be sourced from a different backend than OTRS's or provided as data entry information on OTRS database (extend/alter the customer_user table and modify the CustomerUser Map in Config.pm).

If the 200+ locations are fairly static, they could be added as a "Selection" in Config.pm, mapped to a specific column/field.