Il giorno mercoledì 13 febbraio 2013 13:18:53 UTC+1, Gerald Young ha scritto:
Probably easier to give customer a dedicated email for responsible agent. You'd set up an aliased email to your otrs mail fetch box and dispatch by to.
Unfortunately this is not an option. My company has a dedicated email address for support tickets and I don't think they'll want to change this.
Customer groups are permissions and since it is possible that a customer can be members of multiple groups, your suggested path is not optimal. On the customer side, I'd extend the customer table schema and the Config.pm Map to hold an attribute related to account manager.
Actually on my otrs installation a customer can't be part of more than one group, 'cause the only way customers open their tickets is by mail or by phone. They have no login to the customer.pl portal. Groups are used only for agents and queues and are product related. It's, however, very interesting the option about extending the customer table and customer Map. Do you think I could be able to filter using that attribute in GenericAgent?
Then again, if a customer owns multiple of your products, what is your plan?
Well i know it sounds weird, but this isn't a real problem. Customers are surely linked to more than one product, but when they open a ticket, for any of the products they use, the ticket will have as "responsible" the "Key Account", while the "operator" will be the person in charge to solve their problem. I could create a group, for example "Stefanos_Customers" and link all my customers to that group. If I could use this group as a filter in a GenericAgent script, it would solve my need of automatic assegnation of the ticket (carelessly of the queue) to the responsible person. Thanks Stefano -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.