-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Okay, according to my mysql the queue name is 'Information Technology::Technical Support', minus the ' ' of course; and the user is 'techsupp'. Here is the code that i tried. [Kernel/Config/GenericAgent.pm] package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( ~ # -- ~ # [name of job] -> send escalation notifications ~ # -- ~ 'assign owner' => { # defines criteria of what to look for ~ Queue => 'Information Technology', ~ States => ['new'], ~ # new ticket properties ~ New => { # tells what to do with tickets that match above criteria ~ Owner => 'it', # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', ~ }, ~ }, ~ # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; Still doesn't assign the default owner as 'techsupp'. Am I doing something wrong here? Should this configuration information be in the Config.pm instead? Regards, Lance McCulley Computer Tech Specialist lmcculle@lasierra.edu La Sierra University I.T. Department (909) 785-2554 Tyler Hepworth wrote: |>Thanks for your response. |>in the |>[...] |>~ 'assign owner' => 'some queue', |>[...] |>is the 'some queue' the queue id or name? Also, is the 'some owner', |>the ID or name? Thanks again! | | | |Names for both. | |Tyler |_______________________________________________ |OTRS mailing list: otrs - Webpage: http://otrs.org/ |Archive: http://lists.otrs.org/pipermail/otrs |To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs |Support oder Consulting für Ihr OTRS System? |=> http://www.otrs.de/ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBZEFEdIFoM/NAi58RAsHUAJ95RURlevEBbVfBc43eGOAr1i8GTgCfedIu Dns4fv/ccPCHjsJjR1gplU8= =Ubtm -----END PGP SIGNATURE-----