groups & queues

[mazam]

hi all
What's the major difference between groups & queues in otrs

[crythias]

Queues, Customers, and Agents belong to groups.
If Customers and Agents do not belong to the group a Queue belongs to, they cannot see the Queue.

On its own, a valid Queue has no particular attribute than what group it belongs to.

[mazam]

thanks a lot crythias
but the questions which my colleague asked me when i tried to explain hem OTRS (what is important of queue why they made it.....is not groups enough ...
i respond to him the queues for

• filter & dispatch message in the same group
  queue maybe shared between two groups
  in each queue you can define attributes same (first time response/ solution time )

are these right answers ?

[troffasky]

Each queue can have it's own email address.

[crythias]

thanks a lot crythias
but the questions which my colleague asked me when i tried to explain hem OTRS (what is important of queue why they made it.....is not groups enough ...
i respond to him the queues for

• filter & dispatch message in the same group
  queue maybe shared between two groups
  in each queue you can define attributes same (first time response/ solution time )

are these right answers ?

I oversimplified the queue attributes.
A queue answers the question What. A group a
nswers the question who.

My general statement is that a queue is a category of ticket, but also that a group determines who can submit to a queue and who can answer the queue.
A queue cannot be shared between groups.
A queue has the attributes you described. Groups do not.

[ericchaves]

Far from being an expert as Crythias , when I was deploying OTRS in our company I gave the following overview to our staff:

Queues organize tickets regarding common aspects like, but not limited to, Subject/matter, Escalation Times, auto-answers, notifications, and most important metadata (all kind of information used for stats and overall management of a helpdesk team).

Groups makes easy to apply permissions and restrictions on who can access and manipulate on tickets inside a queue.

An example:

We have a support queue ("Level1") where all tickets come in and are handled by our support team who belongs to a Support group and can answer, move or close tickets in this queue. Tickets regarding financial matters are handled by a different team in a different queue ("Financial1"). Agents in group support can move tickets into Financial1 queue, but once the ticket is there they are no longer allowed to see or change those those tickets. We also have a "compliance" group whose users can see tickets in all queues, but cannot change or answer any ticket. They are allowed to inspect only.

Hope I could help with this.

Best regards,

[mazam]

thanks all crythias, ericchaves
i know maybe my questions seem easy ....
but you know if you want to implement a project or anything else you should know what the function of any component (as built )
thanks