RE: [otrs] ticketc owend by admin not queue agent
Hi,
Thanks for this. Is it possible to add this generic agent from the web interface?
Regards
Alan
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sébastien Prud'homme
Sent: 20 August 2007 21:58
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] ticketc owend by admin not queue agent
This is the normal behaviour.
When a new ticket arrives in a queue, it is in the "new" state, no
agent is working on it yet and the owner is 'administrator'.
An agent can be the owner either be locking the ticket, by adding a
response to it or if another agent change the owner of the ticket.
You can add a GenericAgent if you want the ticket to be automaticaly
owned by your agent:
http://lists.otrs.org/pipermail/otrs/2004-October/006376.html
2007/8/20, Alan McKeown
hello, I have a customer creating tickets which go to the correct queue. I have an agent who has the queue in his group set-up however the new ticket is owned by 'administrator' and not the queue agent. Please can some help with this?
regards
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Alan McKeown wrote:
Thanks for this. Is it possible to add this generic agent from the web interface?
Yes, please see the docs: http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese.
Hi Nils, I have created a generic agent which is running evey 10 mins. I have specified that any tickets which have the state 'new' should be moved to the required queue. The sys log shows the agent running but the ticket is not moved into my queue. Are you able to suggest something else that I can do to move the ticket to my queue automatically. regards Alan ________________________________ From: otrs-bounces@otrs.org on behalf of Nils Breunese (Lemonbit) Sent: Tue 21/08/2007 13:25 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticketc owend by admin not queue agent Alan McKeown wrote:
Thanks for this. Is it possible to add this generic agent from the web interface?
Yes, please see the docs: http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.
Alan McKeown wrote:
I have created a generic agent which is running evey 10 mins. I have specified that any tickets which have the state 'new' should be moved to the required queue. The sys log shows the agent running but the ticket is not moved into my queue. Are you able to suggest something else that I can do to move the ticket to my queue automatically.
No, not really, we're not use a GenericAgent job to do this. We just have a couple of different mailboxes (support@..., sales@..., etc.) and we have a queue for each of those addresses. You can set an address for each queue. Mail sent to support@ automatically ends up in the Support queue, etc. Nils Breunese.
participants (2)
-
Alan McKeown -
Nils Breunese (Lemonbit)