Queues

Through the link "Queue" you can manage the queues of your system. In a new installed system the "Junk", "Misc", "Postmaster" and "Raw" queues already exist. "Raw" is the default queue, all incoming messages will be stored in this queue if no filter rules are defined. The "Junk" queue can be used to store spam messages.

Here you can add queues and modify them. You can specify the name and the group that should use the queue. You can also specify whether you want the new queue to be a sub-queue of another already existing queue.

You can define an unlock timeout for this queue. If an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will unlock and will become available for other agents.

There are three escalation time settings at the queue level. For 'Escalation - First Response Time': if there is not added a customer interaction, either email-external or phone, to a new ticket before the time defined here expires, the ticket is escalated.

Escalation - Update Time: If there is an article added, such as a follow-up via e-mail or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.

Escalation - Solution Time: If the ticket is not set to closed before the time defined here expires, the ticket is escalated.

With 'Ticket lock after a follow-up' you can define if a ticket should be set to 'locked' to the old owner if a ticket that has been set to closed is re-opened. This ensures that a follow up for a ticket is processed by the agent that has previously handled the same ticket.

The parameter for the system address sets the mail address that is used for the outgoing tickets of this queue. With the salutation and signature parameter the used values for the new queue can be selected. The sections email addresses salutations and signatures explaine these parameters in more detail.

Note

To keep the consistency of the data in OTRS it is not possible to delete a queue. To deactivate a queue set it to "invalid" or "invalid-temporarily".

All configuration settings for new queues are also available for sub-queues.