Re: [otrs] ticketc owend by admin not queue agent

Alan McKeown wrote:

I have created a generic agent which is running evey 10 mins. I have specified that any tickets which have the state 'new' should be moved to the required queue. The sys log shows the agent running but the ticket is not moved into my queue. Are you able to suggest something else that I can do to move the ticket to my queue automatically.

No, not really, we're not use a GenericAgent job to do this. We just have a couple of different mailboxes (support@..., sales@..., etc.) and we have a queue for each of those addresses. You can set an address for each queue. Mail sent to support@ automatically ends up in the Support queue, etc. Nils Breunese.