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
Bye, Alex
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