This is a notification from the Help Desk. On Jul 02, 2011 @ 03:11 pm, ionel.gardais@tech-advantage.com wrote: Hi Alexandrer, Thanks for the tip. I tried to create a GenericAgent task saying : - From : *@domain.tld - Queue : Raw::webticket - State : New - Action : move to new_queue Unfortunatly, even when a new web ticket arrives into Raw::webticket and the user's email is "something@domain.tld", it is not moved to new_queue. Am I missing something ? Ionel ==Ticket History== On Jul 02, 2011 @ 03:11 pm, ionel.gardais@tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:11 pm, ahalle-otrs@radprax.de wrote: Gardais Ionel wrote :

How to dispatch new webticket to different queues, based on the customer ?

The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. [...]

Hi Ionel, would a GenericAgent work that looks for the appropriate customers AND the ticket state "new" as a form of "incoming customer" ? As a side effect this would of course also match email tickets, so you would have to work around this, if the side effect does matter. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ On Jul 02, 2011 @ 03:10 pm, ionel.gardais@tech-advantage.com wrote: Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/979