Just how we are working it in our organization. We considered having one user per queue, but since our practices are more geared toward teams, we opted for separate queues for those different processes. It also allows for reporting on issue types. For example, we have queues for Login and Access Rights, Printing, Phone/Fax Issues, etc. Under the Websites queue, we created several sub-queues labeled by the particular web service (www.xxx.com<http://www.xxx.com>, www.yyy.com<http://www.yyy.com>, etc.) so that developers could track time spent for each separate business unit (each business unit has their own websites).
With the mechanism above, I can assign multiple agents per queue. All agents are notified when a ticket arrives in their queue. The first one to open it is assigned the ticket. They can assign it to a different agent, but it is tracked that they saw the issue and passed on it. This enables us to reliable monitor ticket flow and where we need to focus on training. There is one major queue that overrides all others. That queue is monitored by my Level I to Level III support team when time permits. They perform triage on all tickets and assign them to the proper queues. End users can also select their own queue, but they seldom go that extra step. Hope this helps give you some ideas. Marty From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mike Morris Sent: Tuesday, February 4, 2014 3:37 PM To: otrs@otrs.org Subject: Re: [otrs] Queue versus Subqueue versus All in one queue > I am wondering if individuals possibly shouldn?t have queues, maybe queues > are meant more for a process or a department. Any insight would be My two cents worth: OTRS (or any ticket system) exists to make our work more efficient, of course. So, IMHO, it should be configured to reflect your business processes. We have queues that correspond to major functions happening within the workflow. The decision for me is what will minimize the amount of change (work) manipulating OTRS itself instead of doing the business work directly. Much of my input about that comes from the Agents themselves telling me what will make their life easier. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: I enter upon the discharge of the high duties which have been assigned me by the people, again humbly supplicating that Divine Being who has watched over and protected our beloved country from its infancy to the present hour to continue His gracious benedictions upon us, that we may continue to be a prosperous and happy people. - James Knox Polk, Inaugural Address, March 4, 1845 ------------------------------------
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