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 <lists@aleksic.de
> <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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