Not really, because Queues are agnostic to Customers. The only thing a Queue can be is a member of a group. Customers can be members of a group. Customers can be assigned services. Services can be assigned SLAs.
The idea is that a Customer purchases a service, and with that service, potentially an SLA. A Queue, for all it is, is a label in a group. In some terms, it can be described as "What group of Agents can handle this ticket? What group of Customers can submit this ticket?" or, if you will, "Given a service that a customer has purchased, what Queue (Technical Support? Sales? Service? Replace?) is appropriate?" Admittedly, this may not be the way you want to handle things, but it's the effective way OTRS does by default. You may decide to add a Postmaster filter or Generic Agent to handle this otherwise. (This is my opinion. Other contributors may have different opinions and methods to address this. Through programming, practically anything is possible.) On Fri, Aug 19, 2011 at 9:03 AM, José Francisco Luis Medina < [email protected]> wrote: > there is no possibility to link the Service to Queue? is a bit annoying to > have the complete list of services and that nothing filter this ... > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >
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