Hello again Mark, Mark D. Wallace schrieb:

We have a number of web interfaces that customers use to fill out information which is then sent to OTRS as a ticket. OTRS is transparent to these users.The subject line in these web forms is filtered by OTRS and put in specific queues. There are particular agents that deal with these incoming tickets and I would like the tickets to be assigned automatically to one of them so that the entire group does not get notified of these new tickets. I did not understand your response because it dealt with ticket state and ticket value. I would like to have OTRS assign these "special" tickets to a specific agent at the time OTRS recieves them using the Postmaster Filter feature.... Is there a way?

Perhaps there's a feature to assign a ticket to an agent directly through PostmasterFilter, but I don't know such a feature. So I suggested that you could give the relevant incoming tickets a certain mark, e.g. TicketKey8 = FirstAgent and TicketValue8 = {Name of agent ticket should be assigned to} This doesn't result in any assigning, but you could now run a special GenericAgent-Job in short intervals which * searches all tickets with special TicketKey/Value8-combinations, * assigning these tickets to the desired agent * clearing the entries of TicketKey/Value8 to avoid loops or unwanted reassignments. I hope this method of resolution know is clear to you and appropriate to you.

Thanks, Mark

Bye, Alex

On Tue, 28 Feb 2006 08:14:30 +0100 Alexander Scholler wrote:

...

Hi Mark,

Mark D. Wallace schrieb:

...

I have a number of filters in place that route tickets to corresponding queues. What I would like to also do is assign a particular agent to tickets coming into OTRS that are routed to a specified queue. In the "Set" header area for the "PostMaster Filter" feature there is a choice for a queue labeled X-OTRS-queue. This works great. But there is no X-OTRS-Agent specification. There are a number of X-OTRS-Ticketkey headings. Can I use one of these? Please advise.

I think your request "automatically assigning tickets in a certain queue to a certain agent" is not conform with the concept of OTRS - meaning that you really dont't need such queues which tickets all belong to one agent.

But I think you can realize your request by using the GenericAgent: "All ticket within queue xyz shall be assigned to agent abc". If you only want new ticket to be assigned, regard the ticket-state or any other special ticket-property like "ticketvalue" or "articlevalue" you set within your PostmasterFilter.

...

M. Wallace

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