Hi,
thanks for the reply.
For my idea is better that tickets just opened are assigned and locked
directly to an Agent different from root@localhost, if is it possible in an
automatic mode.
I've alredy set 2 type of queue (that are corrisponding to the 2 agent) and
4 or 5 Type of ticket. I've already created 2 agent and each of them watch
his own queue...(ex.: Agent called Mark Twain watch only the "Mark Twain's
queue").
So I really think that is needed a GenericAgent configuration, but i don't
know how can set this. I don't know where i must to start in GA config.
Can you help me in a generic configuration?
Thanks in advance...
2008/11/5 Anton Gubar'kov
Stefano, If your Software problems, hardware problem etc. are supposed to be handled by different agents, it's best achieved by putting a ticket to a specific queue. I usually think of queues as collections of tickets that require certain expertise to be resolved. In your particular case it's better to create queues Hardware, Software etc. If you plan to create tickets from email, create separate email addresses for your queues as well. You assign agents (your staff) to queues then. In Preferences for the agent you select the agents' queues to watch (for automatic new ticket notification). Don't forget about setting the right permissions on queues for both agents and customers.
I see having owner set to root@localhost an advantage in your situation as this is an indication to your customer that nobody is looking at the ticket now. It adds transparency and credibility. As soon as the agent locks the ticket by replying with email or posting a note, the owner is updated and the customer will see the agent's name. However when the ticket is unlocked, the owner and responsible stay as they were.
If you want to set the queue according to the ticket type, you need several GenericAgent jobs to move the ticket to a particular queue based on the ticket type.
I may still miss your business idea. Please comment on my suggestion clarifying your business idea and purpose. I'll try to help more.
Regards, Anton.
2008/11/5 Stefano Milziadi
Hi!
I want that new tickets are owned directly to a specified agent because in this method a customer can see in his ticket list that his ticket is immediately assigned to a specified agent and his ticket don't "pass" through root@localhost. For example...i've created 5 kinds of "Type" like "Software problems", "Hardware problems" etc... when a customer open a ticket in "Software problems" i want that this type of ticket is assigned to the agent Mark Twain and directly in his Locked Tickets...
If you want more information, let me know..
Thanks, Stefano.
2008/11/5 Anton Gubar'kov
Hi, Stefano.
Could you give us more information why you need your new tickets owned by other agent? It might well be that your purpose is achieved by other OTRS features easier.
Regards, Anton Gubarkov.
2008/11/5 Stefano Milziadi
Hi!
When a customer open a new ticket, this is assigned to the agent: root@localhost I want that new tickets are assigned to other agent (for example: Mark Twain), but i don't know if i have to modify the Generic Agent settings or i have to modify other settings.
I've 2 queue that, in theory, should be used by 2 agent. But, both are assigned to root@localhost.
Thanks
-- Stefano Milziadi pepozzo@gmail.com
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-- Stefano Milziadi pepozzo@gmail.com
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-- Stefano Milziadi pepozzo@gmail.com