Services, Types and queues

[ruzzetto]

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

[ruzzetto]

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

[reneeb]

You can use ACLs... And you should contact the vendor of the plugin when you experience a bug.

[ruzzetto]

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"

[jojo]

ACL will not do "automatic" things. Therefore the Generic Agent is used. ACL limit the options in the GUI

[ruzzetto]

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?

[ruzzetto]

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