Deployment Topology

[ryaninit]

We have deployed the otrs to the IT department of a company. The company are planning to extent the ticket services to other department. For example, the HR department can use the system to receive the ticket regarding the HR request.
We are thinking of use the same system to achieve this. For the agent login, we can use the group control to filter the queue. But for the customer, they have to select the queue from a long listing queue. This will make confusion for the user.

Is there any other way to achieve this topology? Say the customer click a button on the top menu to identify the target ticket receiver group and then select the filter queue on the new ticket page?

[crythias]

You can do any of the following:
1) Provide only a select few Queues for the user to select:
if youd want to explicitly specify which queues are allowed, you can use CustomerPanelOwnSelection under Frontend::Customer::Ticket::ViewNew in the SysConfig to explicitly name the queues that must be displayed.

2) Provide web forms that submit only to specific queues.

3) have users submit requests to specific email addresses that go to specific queues.

4) Use a postmaster filter to check for specific words in subject or body to assign to a queue.