In Depth knowledge about Functionality in OTRS

[ravitejachappidi]

I want to get some indepth knowledge about group functionality in OTRS.

As of now with our understanding we create groups for each customer and
applications we manage. Initially, it seemed simple and as we roll in more
customers its becoming a bit difficult to manage.

My question, Is it good to create one group for each area of operations?

On trying so, what happens is that customers are able to see queues for
other customer.

Eg. We have 3 companies, ABC, DEF and GHI
They have three apps., Mobi-1, Mobi-2 and Mobi-3. All these application
belong to Mobility group.
Now we have different Queues: ABC-Mobi-1, DEF- Mobi-3 and GHI- Mobi-3.
We assign these Queues to Mobility Group at Agent as well as customer level.

When we do so, customer are able to see other queues.

Any help would be appreciated.

[crythias]

Don't use customer based queues. viewtopic.php?f=53&t=16064

Is it good to create one group for each area of operations?

Yes, as long as it's an area *you* provide service for.

Eg. We have 3 companies, ABC, DEF and GHI
They have three apps., Mobi-1, Mobi-2 and Mobi-3. All these application
belong to Mobility group.
Now we have different Queues: ABC-Mobi-1, DEF- Mobi-3 and GHI- Mobi-3.
We assign these Queues to Mobility Group at Agent as well as customer level.

If you didn't do this, your management would be:
We have a Mobility Queue.
We either use subqueues or services to designate the apps related to the queue.

Services are assigned per customer, so that helps without CustomerGroup Support