We have a number of web interfaces that customers use to
fill out information which is then sent to OTRS as a
ticket. OTRS is transparent to these users.The subject
line in these web forms is filtered by OTRS and put in
specific queues. There are particular agents that deal
with these incoming tickets and I would like the tickets
to be assigned automatically to one of them so that the
entire group does not get notified of these new tickets. I
did not understand your response because it dealt with
ticket state and ticket value. I would like to have OTRS
assign these "special" tickets to a specific agent at the
time OTRS recieves them using the Postmaster Filter
feature.... Is there a way?
Thanks,
Mark
On Tue, 28 Feb 2006 08:14:30 +0100
Alexander Scholler
Hi Mark,
Mark D. Wallace schrieb:
I have a number of filters in place that route tickets to corresponding queues. What I would like to also do is assign a particular agent to tickets coming into OTRS that are routed to a specified queue. In the "Set" header area for the "PostMaster Filter" feature there is a choice for a queue labeled X-OTRS-queue. This works great. But there is no X-OTRS-Agent specification. There are a number of X-OTRS-Ticketkey headings. Can I use one of these? Please advise.
I think your request "automatically assigning tickets in a certain queue to a certain agent" is not conform with the concept of OTRS - meaning that you really dont't need such queues which tickets all belong to one agent.
But I think you can realize your request by using the GenericAgent: "All ticket within queue xyz shall be assigned to agent abc". If you only want new ticket to be assigned, regard the ticket-state or any other special ticket-property like "ticketvalue" or "articlevalue" you set within your PostmasterFilter.
M. Wallace
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