Lets say you have for every department a dedicated support team within the organization, then it makes absolute sense to deliver the ticket in the queue where the responsible agents have access to..
On 02/28/2013 02:56 PM, Gerald Young wrote: > Another reason not to use customer based queues. > > The queue is the hat the ticket is in, not the line the ticket comes > from. If you go to a service provider, do you get sent to the line for > "good looking people"? Or do you go to the line that helps you get your > problem solved? > > "Is it possible?" Sure. anything's possible. You can write your own > (yes, write, not via GUI) PostmasterFilter that looks up anything about > the incoming ticket and makes a disposition, even if you need to send > this to the "Sales" queue because it comes from sales, even though they > may be asking about toilets. > > > On Thu, Feb 28, 2013 at 8:42 AM, Slobodan Aleksić <[email protected] > <mailto:[email protected]>> wrote: > > Hello list, > > is it possible to use a LDAP attribute to let OTRS decide where to place > a ticket? > For example there is for every department in a company one queue defined > in OTRS . Now if an email arrives from user X (AD-User) with LDAP > attribute "Department:Sales" , OTRS puts this ticket automagically in > the queue "SALES" ... > > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
