:) you could, in theory, set the "approved to send to this email address" in exchange. After a few false starts, they should get it.


On Thu, Feb 28, 2013 at 9:53 AM, Slobodan Aleksić <lists@aleksic.de> wrote:
Yes, that's the easiest way.
But the problem is when a user changes his department, then he must use
the new helpdesk-email.
Experience is showing that the user is using the old helpdesk
emailaddress and is therefore sending to the wrong queue...


On 02/28/2013 03:45 PM, Gerald Young wrote:
> OK, then give them a dedicated email address for that purpose.
>
>
> On Thu, Feb 28, 2013 at 9:44 AM, Slobodan Aleksić <lists@aleksic.de
> <mailto:lists@aleksic.de>> 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
>     <lists@aleksic.de <mailto:lists@aleksic.de>
>     > <mailto: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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