I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership.
One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh On Mon, Oct 18, 2010 at 1:10 PM, Nils Leideck - ITSM < [email protected]> wrote: > A standard function of emailing is the redirect function. > > In Outlook this is called “Send again”. > In OTRS this function is called “Bounce” > > I don’t like both terminologies tbh. but this is another discussion :-) > If you use this function, then the Email to OTRS is still send “From” the > original customer. > > But, both methods don’t solve your request - r...@localhost will still be > set as the owner. > > I think, a working solution would be to extend the PostMaster Filter to be > able to assign Agent, Responsible and Watcher by using X-Headers. > This way you could match for mail from and rcpt to and other headers to > fetch the new sender (the Agent), without loosing the information of > customer details. > > However, this would require a bit of development. If you wan to get this > supported I recommend to contact [email protected]. > Or you can create a new entry on http://otrsteam.ideascale.com first to > see if other people would like to have the same function. Community > development not excluded :-) > > On 18.10.2010, at 18:05, Gerald Young wrote: > > If a user had sent me a ticket-worthy request, I'd forward the email to the > ticket email with my code word in the body. > #customer [email protected] > > The postmaster filter gets it then the ticket gets created and assigned to > the customer. > > http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls > > Agents who would be assigned to the Queue in his "My Queues" and have the > notification enabled gets a chance to grab the ticket, lock it, respond, > close... > > > On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley <[email protected]>wrote: > >> I agree about that goal. >> >> However, at least in my organization, there are a few users who >> hesitate to use the support system at all - they just email agents >> directly. Then, as you well know, it is impossible for anyone else in >> the team to participate in the support. >> >> I thought this might be a way to encourage those users to do (from my >> perspective) the right thing. >> >> Hugh >> >> --------------------------------------------------------------------- > 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 > > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > http://webint.cryptonode.de / a Fractal project > > > --------------------------------------------------------------------- > 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 >
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