Architecture plan

[1soproni]

Hi,

We have some customers in different countries.
We have onsite support teams (1st level) (1 onsite team for multiple customers is possible)
We have a global support team (2nd level)

Onsite teams should see only the customer's ticket in their countries.
How should I create the architecture?
Should I create a new queue for each customer? (How can I restrict the customers to see only their own queues?)
Or is it enough to use only groups?

[wheelshot]

Here's how I'd do it, but im not an expert (even if my title says so haha)

Onsite teams should see only the customer's ticket in their countries.

Each countries got a seperate queue and handle the access with roles/groupes per agent. Its gonna handle itself quite well. For your 2th level of support you give their roles more rights on each groups handling queues security and access.

How should I create the architecture?

Well kinda like I explained above

Should I create a new queue for each customer? (How can I restrict the customers to see only their own queues?)

Nope you shouldnt. You'll handle customer queues with OTRS ACL if you got to. But honestly, i'd aim toward using services instead of queues. With the acl, you fix the queues for the customer knowing their country beforehand, hide the queue field and just let them select the service.

Or is it enough to use only groups?

You'll need to activate roles too in my opinion for the reasons I explained earlier.

[1soproni]

Hi wheelsot,
thanks for your reply.
I tried it with ACLs. How can I avoid that customer has to choose between only one choice? Can I set default queue per customer?

[1soproni]

I have done it:
I have disabled "Ticket::Frontend::CustomerTicketMessage###Queue"
Enabled "Ticket::Frontend::CustomerTicketMessage###QueueDefault"
GenericAgent changes the queue on ticket creation.

[wheelshot]

Exactly what I was about to reply when I saw your comment

Glad you made it work! Enjoy