Well, I understand that it's not strictly necessary, because tickets can be
filtered by CustomerID, but it's not as immediate as it colud be if proper
subques were enabled.
In other words, with specific customers subques, as soon as an agent logs
in, he immediately sees tickets divided by each customer, and can easily
switch between customers queues. Otherways, an agent should search the
tickets by CustomerID, but it's less practical.
----- Original Message -----
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" <[email protected]>
Sent: Wednesday, May 23, 2007 1:42 PM
Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue
I understand setting up queues for 1st, 2nd and 3rd level
troubleshooting, but I have no idea what the benefit of customer-
specific subqueues would be. Just sounds like extra overhead to me.
Each ticket is already associated with a customer, so I wouldn't know
what you'd gain by putting all those tickets in customer-specific
subqueues.
Nils Breunese.
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