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?
Thanks,
Mark
On Tue, 28 Feb 2006 08:14:30 +0100
Alexander Scholler <[EMAIL PROTECTED]>
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
Bye, Alex
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
