Organizing Groups/Queues/Roles

[adupre01]

Hello all, I am setting up OTRS for our small University here in the states. I was just posting to get some feedback from other OTRS users with more experience on how best to organize Groups/Queues/Roles. The current setup of our university IT is that we have a tier 1 help desk to receive calls/mails etc, then a functional group called CSS which contains both our tier 2 and tier 3 computer support techs. We also have a separate functional group for each other area - Network, Tele/Comm (phones), Banner/Oracle DB support, Web development, etc. Each functional group has about 3 people in it. About 9 functional groups total, if you count tier 2 and 3 as separate.

The way I am thinking of organizing all of these in OTRS is to setup each functional group with their own queue and group in OTRS. Then using roles I will give full access to each functional group's OTRS group/queue. Also, since sometimes these different groups need to pass tickets among each other I would give Read Only, Create, and Move Into permissions for each role to all the other IT groups/queues.

My real question here is that - later, maybe next year or two - we would like to expand OTRS outside of IT and allow other departments such as Facility Services (maintenance) or Student Administrative Services to use OTRS for managing requests. What do you think is the best way to organize these many small groups and still allow for expansion to other departments later on?

I'm thinking about using a tag, perhaps [ITS], in front of group/queue names to help keep the list easily readable with so many different groups/queues/roles.

Thanks

[crythias]

Making the other departments their own queues, but members of other groups is adequate for this purpose.

[adupre01]

Thanks for the reply crythias.