Thanks for that

 

Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time.

 

Peter’s suggestion of doing it from outside OTRS sounds interesting but a bit beyond my abilities.  Could you set a script to run every 5 min and change the owner of the ticket to a specific person depending on what time of day it was?

 

Damian

 

 

I think a few GenericAgent job will do the trick for you

 

You can also do it outside OTRS with a MySQL trigger (from mysql 5.x)

I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens.

It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation.

 

Regards,

Peter

 

 

Hi Everyone

 

Sorry to lower the tone and ask a really simple question but I have looked for the answer and can’t find it.

 

 

I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc).  Staff members need to be notified of new tickets and I’d still want further escalation if a query isn’t answered within a set time.

 

 

Will OTRS do this?  I have looked at loads of commercial options and open source and not found anything that can do it.  Would be nice to have a reasonably easy to use interface for changing the ‘timetable’.

 

Thanks

 

Damian