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
Bye, Alex