Multiple OTRS

[lwsimeao]

Hello I would like to use the OTRS system for three different departments.
There is a possibility I perform the installation of these three departments on the same server?

Thanks

Leandro Simeao

[crythias]

You don't necessarily have to install it multiple times. You can use different queues and have different permissions.

[Martis]

For each department you create a group in OTRS.

Let's say groups A, B and C.

after that, you create for each departement the queues and assign the queuese to the department group A, B oder C.
You need to do all configurations 3 time. So add 3 Postmasters with the mail adresses, and so on.
As crythias said, you have to seperate everything by using permissions.

If you seperate all settings, users and agents and assign them to group A, B or C,
you have a 3 in 1 OTRS.

[vkandersv]

For each department you create a group in OTRS.

Let's say groups A, B and C.

after that, you create for each departement the queues and assign the queuese to the department group A, B oder C.
You need to do all configurations 3 time. So add 3 Postmasters with the mail adresses, and so on.
As crythias said, you have to seperate everything by using permissions.

If you seperate all settings, users and agents and assign them to group A, B or C,
you have a 3 in 1 OTRS.

This is one of the nice things with otrs. We have just started to use it, but have set up OTRS like this:

The admins - working IT-staff : sees everything
stand by-it-staff: sees just the queues related to incidents and first line

External company A: sees just one queue (we assign specific tickets to them)
External company B: sees a couple of queues

This makes it possible for us to freely share some tickets they need to work with.

Another nice thing is that if tickets in queues they dont have access to are linked to tickets they have access to, they just se the link, not the other ticket