Next question, which I can implement externally to OTRS without any real problem, but which for 'professional pride' I'd like to have part of the OTRS solution itself.
Flow . custo...@domain.com opens a new ticket . Postmaster Filter grabs 'domain.com' and inserts header to tag as CustomerID . Ticket is created . Generic Agent grabs ticket, runs some rules to categorize service/sla/queue . Agents are notified 'ticket in queue' Now, that all works a treat. I want to do something a bit off the cuff however, but should be within the capability of OTRS I'd think. As well as agents who resolve tickets, all my account managers, who handle client relationships have agent accounts and access to OTRS. While I know they can manually go in and subscribe to tickets, I want to short circuit that step. Ideally, I want to email the account manager on a new ticket, give them the 'guts' of the tickets (top 10 lines of the email, service, SLA, originating address etc) and a quick-click link to subscribe to the ticket if they wish. 1 single email, they can get an overview and know if they need to be kept 'in the loop' via email on ticket updates. Some guy made an AutoWatch module for OTRS 3.x, it won't install on 4.x, I may have to modify it but at that point I'm probably just going to stick with doing this via stored procs and triggers on the MSSQL backend. I can kind of dummy it out with Generic Agent, stick it in a queue for the account manager, send a note-internal with a watch link (somehow, it is just a post action, can't be that hard right? o.O), then go through with further processing, but I'd have to manually come up with rules to do that for all the key customers, which is fairly inefficient and not very scalable or sustainable. Any guidance or pointers on a 'cleaner' way to do it? Cheers Rob.
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