Hi,

I’m a new user of the OTRS system (in the learning stage still).

I’m having some problems when using queues and calendars. I need to be able to receive the tickets into different queues according to the time schedule.

I have created 3 different calendars which are differently assigned to separate queues. Eg. Suport1, support 2, suport3, and they are sub-queues or RAW.

The only problem here is that I have only one email address to receive all incoming tickets.

I noticed that the incoming tickets all goes to RAW and does not take consideration of the time schedule.

How should be the configuration of such scenario?

Any hints would be greatly appreciated.

Thanks

Alex