Re: [otrs] Automatic ticket assignment?

3 Jul 2003

      Hi Dave,

On Wed, Jul 02, 2003 at 03:53:29PM -0700, Dave Hodson wrote:
...
I'm an OTRS newbie (although I have read the manual :-))
Fine! :-)
...
System works great, have one (hopefully) easy question - we'd like to 
automatically assign an inbound email to a specific person.
Today, we have an inbound email going to a specific queue and have a
person that gets notified that there is a new ticket in that queue, but
it is not assigned to them.
I believe this is probably done with the GenericAgent, but cannot figure
out the syntax.
Any help appreciated.
Jepp it's normal that the ticket isn't assigned to an agent after creating.

But you can do this with GenericAgent. .-)

Try this job:

   # start job
   'lock tickets for ' => {
      Queue => 'your queue',
      States => ['new'],
      Locks => ['unlock'],
      New => {
        Lock => 'lock',
        Owner => '',
      },
   },
   # stop job
...
Dave
-Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--