limiting queue selection in new ticket creation

[parrb]

Okay, I am totally new to OTRS and I have it installed and working (as far as I know). Main issue I have now, is that I want to create a queue for each agent (the techs working the tickets) but when user (AD backend) creates a ticket I want them to only have ONE queue to put them in. A catch all if you will. If this turns out to be a great tool, I may extend it to our HR team at which time I will have two queues for users to choose from; IT and HR. Once the ticket is created I want the agents to pull them into their own queue and work them.

Also is there a way to add to the new ticket window a service or ticket type drop-down type option?

Bob

[root]

Hi Bob,

Check out the setting CustomerPanelOwnSelection in the System Configuration. Left hand (key) the qeue name, right hand (value) the name which should be displayed to the user.

- Roy

[jojo]

Queues per user are really bad design