How do I set default Owners for different queues?

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james_gatt
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How do I set default Owners for different queues?

Post by james_gatt »

Hello,

I am using OTRS 3.0.9 and I am attempting to automate things as much as possible to have a smooth workflow. What I wish to achieve is to allocate default owners for different queues since different queues in my case represent different products with different individual responsible for such product.

I am aware that I can assign the Generic Agent to do this trick but seeing that the generic agent can only perform tasks daily, I need something instant that once a ticket has entered a queue, by default its owner is set to MR. X for example. Currently all tickets created by the customers set their owner & responsible as the Admin OTRS. Any ideas on how to change this?

Thanks in advance.

Regards,

James

crythias
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Re: How do I set default Owners for different queues?

Post by crythias »

It depends how tickets are submitted. Via email use a postmaster filter.
You might create a Ticket Event http://forums.otrs.org/viewtopic.php?f=60&t=10090

Make it react to TicketCreate Event

Code: Select all

	    my %Ticket = $Self->{TicketObject}->TicketGet(
	        TicketID => $Param{TicketID},
	        UserID   => 1,
	    );
	    return 1 if !%Ticket;

If ($Ticket{Queue} eq 'JohnsQueue') {
    my $Success = $Self->{TicketObject}->TicketOwnerSet(
        TicketID => $Param{TicketID},
        NewUser  => 'John',
        UserID   => 1,
    );

}
#might want to also throw a log here.
It's a bit tedious to set up, but once it's in, it should just work(?).
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james_gatt
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Re: How do I set default Owners for different queues?

Post by james_gatt »

So which module(s) do I have to modify for such workflow? I imagine that no dtl file have to be changed since no output should be affected other than displaying the right Owner

crythias
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Re: How do I set default Owners for different queues?

Post by crythias »

You don't modify anything, but add two files as indicated in the HowTo tutorial.
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james_gatt
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Re: How do I set default Owners for different queues?

Post by james_gatt »

Ok I will check the tutorial out. Also I am looking at the postmaster filter, how do I set the X-OTRS header for owner? There seems to be no option for it.

crythias
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Re: How do I set default Owners for different queues?

Post by crythias »

Then just do the TicketEvent. It'll fix for all ticket creation.
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james_gatt
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Re: How do I set default Owners for different queues?

Post by james_gatt »

If i can manage to adjust the X-OTRS header it would be better since 90% of our customers' queries come via email. How is the X-OTRS to be set to change the owner in postmaster filter?

crythias
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Re: How do I set default Owners for different queues?

Post by crythias »

It doesn't appear to be an option.
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ferrosti
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Re: How do I set default Owners for different queues?

Post by ferrosti »

Another option could be to setup a GenericAgent for each queue and set its specific owner to all 'new' tickets.
Besides of that I won´t go the way to set an owner per queue, this rather sound like you´d want to set a responsible per queue.
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