Tickets dispatching is a necessary feature for a ticketing system. Human intervention is not a option for most of circumstance. I don't how do you handle this issue on OTRS.
 


> From: itlj@gyldendal.dk
> To: otrs@otrs.org
> Date: Fri, 14 Nov 2008 18:39:12 +0100
> Subject: Re: [otrs] Tickets allocation with a queue
>
> Den 14/11/2008 kl. 16.10 skrev David Eco:
>
> > Hi, appreciated if any body can advise if OTRS has ticket
> > distribution function within a queue.
>
> It hasn't. Either let your agents assign tickets by themselves or have
> a supervisor do it for them.
>
>
> --
> Lars
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