Another reason not to use customer based queues.
The queue is the hat the ticket is in, not the line the ticket comes from.
If you go to a service provider, do you get sent to the line for "good
looking people"? Or do you go to the line that helps you get your problem
solved?
"Is it possible?" Sure. anything's possible. You can write your own (yes,
write, not via GUI) PostmasterFilter that looks up anything about the
incoming ticket and makes a disposition, even if you need to send this to
the "Sales" queue because it comes from sales, even though they may be
asking about toilets.
On Thu, Feb 28, 2013 at 8:42 AM, Slobodan Aleksić
Hello list,
is it possible to use a LDAP attribute to let OTRS decide where to place a ticket? For example there is for every department in a company one queue defined in OTRS . Now if an email arrives from user X (AD-User) with LDAP attribute "Department:Sales" , OTRS puts this ticket automagically in the queue "SALES" ...
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