Thanks for your reply but I still have some questions....
I understand (it think) what you are saying but if I tried to do this and
it ran into trouble. Here are the problems I encountered:
1. I needed to create duplicate "preferred" queues for each of my
existing queues since my queues are based on area (cities). (That a lot of
queues.)
2. OTRS's queue security is based on groups so I would need groups
for each of the existing queues as well.
3. I don' t know how ticket for a specific area would be
automatically moved in to the "general" queue for that region. (let say
that each region had a queue and a sub queue for the preferred
tech.) If the preferred tech did not respond, the ticket needs to move in
the "root" area queue.
4. Once the preferred tech started working on the ticket, the ticket
would stay in sub queue and not in the area queue where we want it. (i.e.
all tickets for "Surrey" should be in "Surrey")
5. We don't really have control over which techs sign up for which
queues. (They are external to our company.) so security for queues needs
to be controlled from our end.
Idea of a "master agent" was to avoid OTRS sending messages to all techs of
a certain queue until the preferred tech has rejected the ticket. With a
"master agent" every incoming ticket would be preprocess before
distribution into the various queues. Anyway, it doesn't work as I said.
The second thing we would like to be able to do is to assign and move
tickets via email. This would allow a dispatcher to move and assign tickets
from their Blackberry. The ability to change owner and lock tickets is
part of that process.
Is there some reason that my code doesn't work. Or why the GUI interface
can't seem to change a ticket's owner?
Richard Giroux
IT Manager
Whitelaw Twining
604-443-3464 (direct)
rcg@wt.bc.ca
http://www.whitelawtwining.com
Robert Kehl
My goal is to have a "preferred tech" for each of my queues. An agent would take new tickets in a specific queue and change the owner and lock the ticket so that the preferred tech has a chance to look at it. It the preferred tech doesn't respond, the auto unlock feature for OTRS will open it up for all the other techs. The problem is that I can't seem to get it to work. If I use the GUI agent interface, the ticket gets locked but not assigned (change owner) to the tech. If I create an agent, the owner gets changed but the ticket doesn't get locked. Here's my custom agent code...
@QUEUELIST = ("White Rock","Surrey","North Van"); @QUEUETECHNAME = ("richard","rcg","Atul"); @QUEUEEMAIL =
('%whiterock@techmedics.ca%','%surrey@techmedics.ca%','%northvan@techmedics.ca%');
'assign owner 1' => { Queue => 'Raw', Locks => ['unlock'], States => ['new'], To => @QUEUEEMAIL[1], New => { Locks => ['lock'], Owner => @QUEUETECHNAME[1], Queue => @QUEUELIST[1], }, },
As you can see, this agent moves and locks the tickets based on the address the ticket was sent to. This allows me to have tickets automatically assigned to specific queues. Personally, I'd rather have this work using the GUI tool since it will be much easier to manage for non-linux people.
This is a built-in. What you mean are the socalled 'system e-mail adresses'. You assign each of them to certain 'preferred' queues. Your agents might then have these queues as their 'personal queues' and get notified of new tickets. The other preferred agents might have access to the other 'referred', whereas the normal agents should not have access at all. This way a normal agent will only receive a ticket from his preferred tech. If the preferred tech isn't available, one of or all of the other techs assign the left-alone queue to their 'personal queue' and take over the work of the ptech not present. hth, Robert Kehl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------