My goal is to have a "preferred tech" for each of my queues. An agent would take new tickets in a specific queue and change the owner and lock the ticket so that the preferred tech has a chance to look at it. It the preferred tech doesn't respond, the auto unlock feature for OTRS will open it up for all the other techs. The problem is that I can't seem to get it to work. If I use the GUI agent interface, the ticket gets locked but not assigned (change owner) to the tech. If I create an agent, the owner gets changed but the ticket doesn't get locked. Here's my custom agent code...
@QUEUELIST = ("White Rock","Surrey","North Van"); @QUEUETECHNAME = ("richard","rcg","Atul"); @QUEUEEMAIL = ('[EMAIL PROTECTED]','[EMAIL PROTECTED]','[EMAIL PROTECTED]');
'assign owner 1' => { Queue => 'Raw', Locks => ['unlock'], States => ['new'], To => @QUEUEEMAIL[1], New => { Locks => ['lock'], Owner => @QUEUETECHNAME[1], Queue => @QUEUELIST[1], }, },
As you can see, this agent moves and locks the tickets based on the address the ticket was sent to. This allows me to have tickets automatically assigned to specific queues. Personally, I'd rather have this work using the GUI tool since it will be much easier to manage for non-linux people.
This is a built-in. What you mean are the socalled 'system e-mail adresses'. You assign each of them to certain 'preferred' queues. Your agents might then have these queues as their 'personal queues' and get notified of new tickets.
The other preferred agents might have access to the other 'referred', whereas the normal agents should not have access at all. This way a normal agent will only receive a ticket from his preferred tech.
If the preferred tech isn't available, one of or all of the other techs assign the left-alone queue to their 'personal queue' and take over the work of the ptech not present.
hth,
Robert Kehl
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