Hi All,
i just setup my environment in this way:
- 4 queues (each for family services)
- 4 agent group (one for each queue)
- my service list
Now i'd like to setup otrs in order to do:
- assign a prefefined "type" to a specific service (for example the service "create new account" is a service request for me, "network issue" is an incident)
- assign a subset of services to a prefefined queue (for example "book hotel" to a "backoffice" queue)
Is it possible?
Thanks,
Fabio
Services, Types and queues
Moderator: crythias
Re: Services, Types and queues
UPDATE:
i installed a thirh party add-ons in order to assign queue to service(s) but when the user tried to send ticket the system freezed... i uninstalled plugin but i'd like to understand if there's a way to link a service to a specific queue avoiding manual moving.
thanks,
Fabio
i installed a thirh party add-ons in order to assign queue to service(s) but when the user tried to send ticket the system freezed... i uninstalled plugin but i'd like to understand if there's a way to link a service to a specific queue avoiding manual moving.
thanks,
Fabio
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Re: Services, Types and queues
You can use ACLs... And you should contact the vendor of the plugin when you experience a bug.
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Re: Services, Types and queues
following the official guide i tried to use a simple ACL to move automatically a ticket from Raw queue to a specific queue but it doesn't work.
my acl is:
Match settings
| - Properties
|- Ticket
|- Queue:
"Raw"
|- Service:
"My Service"
Change settings
| - Properties
|- Ticket
|- Queue:
"MyQueue"
my acl is:
Match settings
| - Properties
|- Ticket
|- Queue:
"Raw"
|- Service:
"My Service"
Change settings
| - Properties
|- Ticket
|- Queue:
"MyQueue"
Re: Services, Types and queues
ACL will not do "automatic" things. Therefore the Generic Agent is used. ACL limit the options in the GUI
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Services, Types and queues
ok thanks jojo, now it's clear. I've already used generic agent and it does what i need. Is the last one the only way to move automatically tickets from default queue to specific one based on a service selection?
Re: Services, Types and queues
i think i should use ACL instead generic agent, this way i can manage autoresponse too when ticket is assigned to a queue.
to accomplish i decided to re-enable queue selection to customer in order to assign directly ticket to queue. I'd like (as i was reading) to show to customers only a subset of services based on queue selection. I know this could be done with ACL but what kind of parameters should i choose?
thanks
to accomplish i decided to re-enable queue selection to customer in order to assign directly ticket to queue. I'd like (as i was reading) to show to customers only a subset of services based on queue selection. I know this could be done with ACL but what kind of parameters should i choose?
thanks