Probably easier to give customer a dedicated email for responsible agent. You'd set up an aliased email to your otrs mail fetch box and dispatch by to.
Customer groups are permissions and since it is possible that a customer can be members of multiple groups, your suggested path is not optimal. On the customer side, I'd extend the customer table schema and the Config.pm Map to hold an attribute related to account manager.
Then again, if a customer owns multiple of your products, what is your plan?
Greetings to all,--
this is my first post in this group, I tried to find an answer to my problem googling around but without any luck.
I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need:
My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer).
When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible.
I don't know if i made myself clear :/
I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters...
Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script
Thanks in advance for any help
Feel free to point me in another direction if i'm going on a bad road! :)
Lynx International SrlStefano FinettiSenior System ConsultantAxed GroupVia Pier Luigi Nervi e/3 - Torre 6 - 04100 LatinaSkype: ssfinetti
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