Hi,
Prafulla Kumar H.S. schrieb:
Hi,
I have created a queue by name Helpdesk and queue belongs to Helpdesk
Administrator group.
I have created several queues such as Servers, Lab, Telephone, etc.
under Helpdesk queue. All these sub queues are put under Service
Department group.
Now, I have noticed that, customers are able to see and submit their
tickets to sub-queues also. How to hide these sub queues from them.
See my posting from this noon on another topic.
How to configure OTRS for assigning a ticket to 3-4 members at a time.
I have tried by putting these members in a group, but not able to assign
the calls. I don't where I am missing some config settings.
I think this can only be achieved by assigning the ticket to a specific
queue.
You can restrict the access to this queue to the agents (3-4 members)
you mentioned.
So your future queue-structure reflects the organization of your support
teams.
But your todays queue-structure reflects the IT-specific topics. This
would have to be moved to a ticket-free-key/value.
We have the same "problem" in our OTRS-configuration and will move to my
suggested solution the next weeks.
What is your opinion on my solution?
Thanks and Regards,
Prafulla Kumar
Bye, Alex
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