Hi Philippa, On Tue, Mar 04, 2003 at 09:53:11AM -0000, Strange, PJ (Philippa) wrote: > I've come unstuck finalising users, groups and queues. > > We devised a hierarchy of queues which matched identically the hierarchy of > staff within the project. Unfortunately OTRS is lacking some finer > customisation that RequesTracker allows ie > > /groups/queues - staff > > /tier1/support - everyone in tier1 > /tier1/tech - selected experts in tier1 > /tier1/mngmnt - management in tier1 > /tier2/support - everyone in tier2 > /tier2/tech - selected experts in tier2 > /tier2/mngmnt - management in tier2 > /tier3/support - everyone in tier3 > /tier3/tech - selected experts in tier3 > /tier3/mngmnt - management in tier3 > > If I use the groups as above then tier1/support staff can see the > tier1/mngmnt queue, if I have a support group then they can see queues > across the 3 tiers. > > In order to workaround this in OTRS I will have to have a group for each > queue which kind of defeats the object or have I missed the plot?
I added to the CVS a ro/rw option to the groups. So this is more flexible. There is also a new config option "QueueViewAllPossibleTickets" which allows to show the ro-queues in the queue view (default 0). In your case set it to 1. The "user->groups->queues" option very helpful if you have more the 30 agents. > Philippa Strange Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
