9.1 Create and edit the contact person

This section describes how to create and edit a queue in OTOBO, which serves as the contact person for ticket management.
A queue is an object that serves as a container for tickets. All tickets will always exist in one of the respective queues. By creating queues based on the service to be provided, the assigned department, etc., and then assigning tickets appropriately to those queues, an agent can efficiently search for tickets related to themselves.
In addition, the “Email Notification” and “Email-based Ticket Creation” functions can be used to sort email notifications and email ticket creation destinations by queue.
For details on ticket management, see “Functions > Tasks and Requests > Tickets” and “Designing and Building Your Operation > Task design > Ticket management” in “JP1 Cloud Service/Operations Integration User’s Guide”. For details on email notifications and ticket creation using email, see “Use cases for notifications and email-based ticket creation”.


(1) Create queues

The procedure for creating queues is shown as follows.
*Once a queue is created, it cannot be deleted.

1. From the main menu, select [Admin] and open [Ticket Settings] - [Queues].
2. Click the [Add Queue] button.
3. On the [Add Queue] screen, enter the following in the [Add Queue] fields and click the [Save] button.
If you click [Cancel], your input will be canceled and you will be redirected to the Queue Management screen.

(Table) Input fields on the Add Queue screen

Item Required Description
Name Yes Queue name
You cannot specify a queue name that has already been registered.
Sub-queue of No Leave blank. Do not input anything.
Group Yes Specify "users".
Unlock timeout minutes No Specify "0".
Escalation - first response time (minutes) No Specify "0".
Escalation - update time (minutes) No Specify "0".
Escalation - solution time (minutes) No Specify "0".
Follow up Option Yes Leave the default value "possible".
Ticket lock after a follow up Yes Leave the default value of "No".
System address Yes Select the email address to use when replying to tickets in the queue. Select any address. You can select the system address or "otobo@localhost" registered in the email reception settings.
Default sign key No Leave blank. Do not input anything.
Salutation Yes Leave the default value.
Signature Yes Leave the default value.
Calendar No Leave blank. Do not input anything.
Validity Yes valid
Queues that are set to "invalid" or "invalid-temporarily" will not appear in the "Queue" field of the ticket detail information. If a ticket specifies a queue that is "invalid" or "invalid-temporarily", the number of the queue being held on OTOBO will be displayed instead of the name of the queue. From the following URL, open the queue edit page, and the number of the queue will be the number after the "=" at the end of the URL on that page.
https://itsm.tenant name.ops-integration.com
Comment No Fill in the queue description, if necessary.

4. Clicking the [Save] button in step 3 will take you to the [Change Template Relations for Queue] screen, so click [Save and finish] as is.

(2) Edit queues

The procedure for editing created queues is shown as follows.
*Do not edit the queues "Raw", "Postmaster", "Junk", and "Misc", which exist by default.

1. From the main menu, select [Admin] and open [Ticket Settings] - [Queues].
2. On the Queue Management screen, from [List] click the queue you wish to edit.
3. The Edit Queue screen will appear. Edit and click [Save], [Save and finish], or [Cancel].
[Save]: Saves the edited content
[Save and finish]: Saves the edited content and moves to the Queue Management screen
[Cancel]: Cancels the edited content and moves to the Queue Management screen