Not exactly. Different Queue or Subqueue it's a your choice because every queue could be assigned to a group (they don't have inheritance). A guy could be present in more than one group and to help is present either roles (that could operate as a mask for default options). If this is not enought there are ACL too, but they have to be manually coded.
But then I leave to a better english speaker additional details. hth MV On Mon, Nov 9, 2009 at 12:45 PM, Tomás Tormo <[email protected]> wrote: > So, we should create as many queues (not subqueues) as people we have in a > department (lets call them "technicians"). The, the manager would see all > tickets and then move them to the appropiate queue. > > But.. what if one of the technicians should perform another task? Do we > have to move him to the appropiate group? Isn't there any way to have all > technicians in some common group, and assing them tasks separatelly? (Hope u > understand me :D) > > Thank you very much. > > > Marco Vannini wrote: > > No, I mean, yes... :D as you like... in both case you should however create > 2 or more different group and assign each queue to those groups. > > > > On Mon, Nov 9, 2009 at 11:55 AM, Tomás Tormo <[email protected]> wrote: > >> s there any way to get this? should we create different main queues for >> the task instead of using this approach? >> > > ------------------------------ > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information > NOW!http://www.otrs.com/en/support/enterprise-subscription/ > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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