:) you could, in theory, set the "approved to send to this email address" in exchange. After a few false starts, they should get it.
On Thu, Feb 28, 2013 at 9:53 AM, Slobodan Aleksić <[email protected]> wrote: > 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 >
--------------------------------------------------------------------- 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
