Hi, thanks for the reply. For my idea is better that tickets just opened are assigned and locked directly to an Agent different from [EMAIL PROTECTED], if is it possible in an automatic mode.
I've alredy set 2 type of queue (that are corrisponding to the 2 agent) and 4 or 5 Type of ticket. I've already created 2 agent and each of them watch his own queue...(ex.: Agent called Mark Twain watch only the "Mark Twain's queue"). So I really think that is needed a GenericAgent configuration, but i don't know how can set this. I don't know where i must to start in GA config. Can you help me in a generic configuration? Thanks in advance... 2008/11/5 Anton Gubar'kov <[EMAIL PROTECTED]> > Stefano, > If your Software problems, hardware problem etc. are supposed to be handled > by different agents, it's best achieved by putting a ticket to a specific > queue. I usually think of queues as collections of tickets that require > certain expertise to be resolved. In your particular case it's better to > create queues Hardware, Software etc. If you plan to create tickets from > email, create separate email addresses for your queues as well. > You assign agents (your staff) to queues then. In Preferences for the agent > you select the agents' queues to watch (for automatic new ticket > notification). Don't forget about setting the right permissions on queues > for both agents and customers. > > I see having owner set to [EMAIL PROTECTED] an advantage in your situation as > this is an indication to your customer that nobody is looking at the ticket > now. It adds transparency and credibility. > As soon as the agent locks the ticket by replying with email or posting a > note, the owner is updated and the customer will see the agent's name. > However when the ticket is unlocked, the owner and responsible stay as they > were. > > If you want to set the queue according to the ticket type, you need several > GenericAgent jobs to move the ticket to a particular queue based on the > ticket type. > > I may still miss your business idea. Please comment on my suggestion > clarifying your business idea and purpose. I'll try to help more. > > Regards, > Anton. > > > 2008/11/5 Stefano Milziadi <[EMAIL PROTECTED]> > >> Hi! >> >> I want that new tickets are owned directly to a specified agent because in >> this method a customer can see in his ticket list that his ticket is >> immediately assigned to a specified agent and his ticket don't "pass" >> through [EMAIL PROTECTED] >> For example...i've created 5 kinds of "Type" like "Software problems", >> "Hardware problems" etc... >> when a customer open a ticket in "Software problems" i want that this >> type of ticket is assigned to the agent Mark Twain and directly in his >> Locked Tickets... >> >> If you want more information, let me know.. >> >> Thanks, >> Stefano. >> >> 2008/11/5 Anton Gubar'kov <[EMAIL PROTECTED]> >> >> Hi, Stefano. >>> Could you give us more information why you need your new tickets owned by >>> other agent? It might well be that your purpose is achieved by other OTRS >>> features easier. >>> >>> Regards, >>> Anton Gubarkov. >>> >>> 2008/11/5 Stefano Milziadi <[EMAIL PROTECTED]> >>> >>>> Hi! >>>> >>>> When a customer open a new ticket, this is assigned to the agent: >>>> [EMAIL PROTECTED] >>>> I want that new tickets are assigned to other agent (for example: Mark >>>> Twain), but i don't know if i have to modify the Generic Agent settings or >>>> i >>>> have to modify other settings. >>>> >>>> I've 2 queue that, in theory, should be used by 2 agent. But, both are >>>> assigned to [EMAIL PROTECTED] >>>> >>>> Thanks >>>> >>>> -- >>>> Stefano Milziadi >>>> [EMAIL PROTECTED] >>>> >>>> _______________________________________________ >>>> 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 >>>> >>> >>> >>> _______________________________________________ >>> 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 >>> >> >> >> >> -- >> Stefano Milziadi >> [EMAIL PROTECTED] >> >> _______________________________________________ >> 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 >> > > > _______________________________________________ > 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 > -- Stefano Milziadi [EMAIL PROTECTED]
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