Yes, that's the easiest way. But the problem is when a user changes his department, then he must use the new helpdesk-email. Experience is showing that the user is using the old helpdesk emailaddress and is therefore sending to the wrong queue...
On 02/28/2013 03:45 PM, Gerald Young wrote: > OK, then give them a dedicated email address for that purpose. > > > On Thu, Feb 28, 2013 at 9:44 AM, Slobodan Aleksić <[email protected] > <mailto:[email protected]>> wrote: > > 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]> > > <mailto:[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 > > > > > --------------------------------------------------------------------- > 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
