Hi,
marthter wrote:
Hi folks,
I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu
10.04 system, and have been testing it with the past 10 or 15 support
calls as examples.
We have just a small support team, most days only 1 or 2 agents are "on"
out of 4 of us total. I have set up these 4 users as "agent" users
through the LDAP integration to our Active Directory server.
We have about 100 employees that we are supporting for various IT
requests (computers, laptops, cell phones, BlackBerrys, some off the
shelf applications, and 2 small in-house developed applications). These
I have set up in OTRS as "customers" (even though they are all internal
"customers") which are divided between two companies under the same
parent company.
For trying out and learning the features of OTRS, I have set up about 6
queues:
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
However I would also like a way to track the requests by which of the
two companies it was from. What do you guys recommend for this? Is it
better to make 2 top-level queues, and 6 queues under each? such as:
- Company A
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
- Company B
- computers
- laptops
- network and VPN
- cell phones
- BlackBerrys
- in-house apps
This looks too overloaded to me. I'm in a similar situation, providing
support for about 10 different working groups. My queues are reflecting
the services I provide (Wiki, Web, Subversion, Software::Linux,
Software::Mac, Software::Windows, Purchase, Hardware problems, etc.) and
I assign the group through a Free Field wich is preconfigured as a popup
menu with the 10 working groups. Other Free Fields contain the hostname
and the affected software packages.
Generally I'd say: Not too many queues (as this complicates things with
assigning permissions, replies etc.) and keep other stuff in searchable
Free Fields. But YMMV.
HTH
frank
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