I have installed an instance of OTRS to handle tickets coming from multiple sources. A major part of the tickets are coming from users using the customer interface but some of them will be generated in another tool and send to OTRS using webservices. For that part we have no problem.
To answer to a ticket submitted through the web service, I made my requester trigger on the creation of an article by the agent so the response is send back using the web service. The part I struggle with is when an agent his answering to a ticket submitted through the normal way, OTRS will try to send the answer using the web service.
So my question is: is there a way to make the requester from the web service apply only on a specified queue ? And if not, where would you hard code that ?
Thanks for your help