Understanding QUEUE

[maayanay]

Hi,

I am implementing OTRS 3.3.5 for internal company use. users should open ticket via WEB INTERFACE about technical issues they have.
(note: in any case i would like to set priority automatically to tickets depend on the issue they choose)

I am trying to understand what exactly should i choose as queue:

1. Creating queues per "Issues" like: Hardware, Software and create sub queues for many of the issues the can exist.
But, than i will have many many sub queues. is this should be an issue? is this a good practice?
And what if i need to choose multiple "Issues" (like checkbox) now it is no possible.

2. Creating Queue per support department like: Network, HD, System, etc.
Creating a dynamic field "issues" with all possible issues and let the customer choose from this field. so customer will choose queue and than issue.
The issue here how do i set the ticket priority automatically by the issue the customer choose?

Waiting to hear your ideas,

Thanks

[crythias]

viewtopic.php?t=21712&p=86245
viewtopic.php?t=11235&p=64046
viewtopic.php?t=13700&p=53073
viewtopic.php?t=16011&p=61569

[maayanay]

Thanks helped a lot!