Hi!
I want that new tickets are owned directly to a specified agent because in
this method a customer can see in his ticket list that his ticket is
immediately assigned to a specified agent and his ticket don't "pass"
through root@localhost.
For example...i've created 5 kinds of "Type" like "Software problems",
"Hardware problems" etc...
when a customer open a ticket in "Software problems" i want that this type
of ticket is assigned to the agent Mark Twain and directly in his Locked
Tickets...
If you want more information, let me know..
Thanks,
Stefano.
2008/11/5 Anton Gubar'kov
Hi, Stefano. Could you give us more information why you need your new tickets owned by other agent? It might well be that your purpose is achieved by other OTRS features easier.
Regards, Anton Gubarkov.
2008/11/5 Stefano Milziadi
Hi!
When a customer open a new ticket, this is assigned to the agent: root@localhost I want that new tickets are assigned to other agent (for example: Mark Twain), but i don't know if i have to modify the Generic Agent settings or i have to modify other settings.
I've 2 queue that, in theory, should be used by 2 agent. But, both are assigned to root@localhost.
Thanks
-- Stefano Milziadi pepozzo@gmail.com
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-- Stefano Milziadi pepozzo@gmail.com