Re: [otrs] Using LDAP attribute to select the queue

28 Feb 2013


      OK, then give them a dedicated email address for that purpose.


On Thu, Feb 28, 2013 at 9:44 AM, Slobodan Aleksić  wrote:
...
Lets say you have for every department a dedicated support team within
the organization, then it makes absolute sense to deliver the ticket in
the queue where the responsible agents have access to..
On 02/28/2013 02:56 PM, Gerald Young wrote:
...
Another reason not to use customer based queues.
The queue is the hat the ticket is in, not the line the ticket comes
from. If you go to a service provider, do you get sent to the line for
"good looking people"? Or do you go to the line that helps you get your
problem solved?
"Is it possible?" Sure. anything's possible. You can write your own
(yes, write, not via GUI) PostmasterFilter that looks up anything about
the incoming ticket and makes a disposition, even if you need to send
this to the "Sales" queue because it comes from sales, even though they
may be asking about toilets.
On Thu, Feb 28, 2013 at 8:42 AM, Slobodan Aleksić mailto:lists@aleksic.de> wrote:
Hello list,
is it possible to use a LDAP attribute to let OTRS decide where to
place
    a ticket?
    For example there is for every department in a company one queue
defined
    in OTRS . Now if an email arrives from user X (AD-User) with LDAP
    attribute "Department:Sales" , OTRS puts this ticket automagically in
    the queue "SALES" ...
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