how to subqueues ?

[tookie009]

hi, since two days i'm having fun in OTRS. now i'm making this system for our new shop, unfortunetly i can;t figure out one thing.
i looked for it but i found that i have to edit it in code, i just don't want to do that.
our company have lots of proucts(computers, cars, houses) for those categories i want to do a queue.
and now wahen i'm choosing computers, i want menu to appear(monitors, motherboards, et cetera) and then, i'm choosing monitor, a the siemens, dell menu appers.
is it possible to creat this? i've tried with Service and SLA
but i still don't know if it is good enough and as i wrote i need categories-subcategories-subcategories.
i think that solution from Service and SLA may not be too easy to expand in the future.

thanks in advance

EDIT now i noticed that when im trying to make phone-ticket i cant choose service and sla what in addition complicates situation, because at the begginig we only preefer to work with phone tickets

[tookie009]

I really need help with this, so if you could help me I'd be very glad.

[crythias]

For each Group of Things that an agent or Group of Agents can support, create a Queue. (Major Categories)
For each Item that a customer will need to have serviced, create a service.
To assign services to everyone, set the service as a default service.
To filter services for a Queue, use an ACL.