On Jul 02, 2011 @ 03:11 pm, ahalle-otrs@radprax.de wrote:

Gardais Ionel wrote :
> How to dispatch new webticket to different queues, based on the
> customer ?
>
> The default queue is Postmaster but Postmaster filters are not
> applied to webtickets created inside the Postmaster queue. I though
> of using a GenericAgent task but there are no "Incoming customer"
> criteria to make the dispatch.
[...]

Hi Ionel,

would a GenericAgent work that looks for the appropriate customers AND
the ticket state "new" as a form of "incoming customer" ?

As a side effect this would of course also match email tickets, so you
would have to work around this, if the side effect does matter.

Regards

Alexander

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On Jul 02, 2011 @ 03:10 pm, ionel.gardais@tech-advantage.com wrote:

Hi,

How to dispatch new webticket to different queues, based on the customer ?

The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue.
I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch.

What is the correct way of doing this ?

Thanks,
Ionel
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