any recommend of multiple group in single queue?

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otrsTerrence
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any recommend of multiple group in single queue?

Post by otrsTerrence »

currently i have single agent with single group, and i want to combine multiple group in one queue, any suggestion or recommend ?

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Re: any recommend of multiple group in single queue?

Post by jojo »

use roles for assigning permissions
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crythias
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Re: any recommend of multiple group in single queue?

Post by crythias »

queue <-> group is one to one.
agent <-> group is many to many.

the agents that need to see the queue need to be members of the queue's group.
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Re: any recommend of multiple group in single queue?

Post by ferrosti »

Queue 1<->1 Group n<->n Role n<->n Agent
A Group in OTRS is nothing more than a placeholder for permissions. Rather than naming it 'group' think of it as 'queue-permission'. So this goes for a 1:1 relationship. One can do 1:n, but I´d never go for it!

1. Assign each Queue one Group (it makes sense that the groups name matches the queues name)
2. Set up a Role and give it permissions to the desired queues (groups)
3. Apply Agent to Roles
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otrsTerrence
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Re: any recommend of multiple group in single queue?

Post by otrsTerrence »

thanks for reply, i have find my answer alr .

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Re: any recommend of multiple group in single queue?

Post by hmmmm3 »

Queue 1<->1 Group n<->n Role n<->n Agent
A Group in OTRS is nothing more than a placeholder for permissions. Rather than naming it 'group' think of it as 'queue-permission'. So this goes for a 1:1 relationship. One can do 1:n, but I´d never go for it!
What do you mean one can do 1:n? Do you mean assign a queue to multiple groups? Is this possible? If so, how?

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Re: any recommend of multiple group in single queue?

Post by ferrosti »

Nope
1 Queue, 1 Group
n Groups, n Roles
n Roles, n Agents

In OTRS a Group is nothing more than a placeholder for permissions. To apply a permission set (Group) to a Queue, you'll need to have it set up before setting up the Queue. Naming them like its respective Queue makes it a lot easier to manage. That's clear, isn't it?
Having the Group applied to the Queue gives a certain permission set (Read-Write, Move, Move-Into, Compose etc.) that may apply to the Queue. For sure one might use the same Group for another Queue, but this is just for a technical means. One shouldn't do it just because you can.
Doing so would prevent you from assigning different permissions to these Queues in any way! No matter which agent is assigned to the group or roles to groups. So please do not think of it. You'll just need to do this once.
Next step is to define Roles that apply to Groups and therefor to Queues. Since you named your Groups like your Queues you see what it's about.
Say you have
Queue: Networking
Group: GRP_Networking
Role: Agents_Networking
Then you might apply Roles to Groups as
RW on GRP_Networking, but only
Move-Into, Move, Note, on GRP_Helpdesk.

RW always gives EVERY permission, no matter which else is selected! In case you need RW on one Queue there is no need to apply any other permission.
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