Services ↔ Queues

For a customer, excellent service initially starts with contacting the right service staff member. Being a help desk software, OTRS makes this possible with a clever queue and permission concept. However, if a ticket is created in the external or in the agent interface, one has to choose the suitable queue for his/her request from all existing and shown queues – not an easy task for a customer or responsible agent. For example a call center agent may not know which queue structure the service company has for the task on which he is working. This means a long decision-making times with a possible wrong result and the loss of precious working time.

This feature now makes it possible to assign queues to several services, so that if this service is selected, then only the appropriate queues are shown. For example the service Support Mobile Devices can be assigned to the queues IT-2nd Level-Support Hardware and IT-2nd Level Support Mobile Applications so the right selection can be made more easily. This module is configured to make all queues reappear with just one click in the agent interface. The feature is disabled in the external interface by default but can be enabled in the system configuration. Time consuming moves to the right queues and overextended customer users are a thing of the past.

Use this screen to add one or more services to one or more queues. To use this function, at least one service and one queue need to have been added to the system. The management screen is available in the Services ↔ Queues module of the Ticket Settings group.

Manage Service-Queue Relations Screen

Manage Service-Queue Relations Screen

Manage Services ↔ Queues Relations

To assign a service to a queue:

  1. Click on a service in the Services column.

  2. Select the queues you would like to add the service to.

  3. Click on the Save or Save and finish button.

Change Queue Relations for Service

Change Queue Relations for Service

To assign a queue to a service:

  1. Click on a queue in the Queues column.

  2. Select the services you would like to assign the queue to.

  3. Click on the Save or Save and finish button.

Change Service Relations for Queue

Change Service Relations for Queue

Note

If several services or queues are added to the system, use the filter box to find a particular service or queue by just typing the name to filter.

Multiple services or queues can be assigned in both screens at the same time. Additionally clicking on a service or clicking on a queue in the relations screen will open the Edit Service screen or the Edit Queue screen accordingly.

Warning

Accessing a queue or a service provides no back link to the relations screen.

Change Field Order on Screens

After selecting a service, there is a lookup for configured queues for this service. If there are configured queues for the selected service, only those will be available in the queue selection. If there are no queues configured for the selected service, all queues will be displayed.

However, the Queue field is before the Service field in the screens and this can cause confusion for the users. They select a queue first then they select a service but the selected queue is unselected if the assignment between the queue and the service is not set. The queue selection now depends on the service selection so the service should be the first input field.

To avoid such confusions it is recommended to change the field order of the affected screens in the system configuration.

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