I generally suggest that queues should be based upon types of agents who can handle a type of request, not whom they support. Otherwise, it gets to be a mess.<div><br></div><div>If a customer is updating the ticket, it&#39;s usually a web request. If it is an email, it&#39;ll also be flagged as a customer request via email. If you&#39;re allowing agents to update via email, that&#39;s not necessarily a good idea, because there&#39;s no practical way to discriminate between an agent and customer via email.<br>
<br><div class="gmail_quote">On Mon, Nov 28, 2011 at 3:15 AM, Muhammad El-Sergani <span dir="ltr">&lt;<a href="mailto:msergani@gmail.com">msergani@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div dir="ltr">Hi all,<div><br></div><div>Our system is queued based on customer names. So any @<a href="http://xyz.com" target="_blank">xyz.com</a> would go to a XYZ queue, and so on.</div><div><br></div><div>Currently we need OTRS to email a group of agents when the customer updates the queue. We have a notification event that would do so, but the problem is that it emails the whole team even when an agent updates a ticket.</div>

<div><br></div><div>Any ideas?<br clear="all"><div dir="ltr"><div><br></div><div>Thanks</div><span class="HOEnZb"><font color="#888888"><div>//M</div></font></span></div><br>
</div></div>
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