Would it be possible to have subqueues of subqueues?
In the meaning a hirachry like "English tickets" -> "Product: XYZ" -> "Technical Support" ? Best regards, *Von:* "User questions and discussions about OTRS.org" <OTRS@OTRS.ORG> *Gesendet:* 29.07.07 13:42:08 *An:* "User questions and discussions about OTRS.org" <OTRS@OTRS.ORG> *Betreff:* Re: [otrs] Sub categories in OTRS? Markus Uelzer wrote: > Currently it is planned to use OTRS in our helpline. We ordered a > managed server now, but there are still some things left which I am > unsure about. > > It is planned to have main queues for every language (we habe > support mail adresses for every language). Every language queue > will diveded in subqueues for each of our products. > > Now the thing is, we will have to do weekly reportings to our > Headquarters and they want even to know how many inquiries we > received for cxertain categories (like "General questions", > "Technical Problems", "Account Problems" ...) > What would be a good way to implement those categories also in > OTRS. Would there be the possibility to define such categories and > our agents can selct the proper category when they close the ticket? You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible. Nils Breunese. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]
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