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
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
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 On 11/01/2010 11:56 PM, Alexander Halle 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
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-- Ionel GARDAIS IT Team manager
Ionel Gardais wrote :
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 ?
Hi Ionel, I can only imagine that the GenericAgent has not or not yet run or that your search criteria didn't match the ticket. You can check for the execution of the GenereicAgent in the OTRS system log. For the search criteria please try to broaden them and also please experiment with the sender, for example test it without wildcard first or try the customer fields. When you save your GenericAgent and it matches existing tickets then you'll get a list of these tickets and you will be asked to execute the job. In this way you can verify your search criteria. Regards Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123
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Ionel GARDAIS