tickets to right queue

[marcored]

hi everyone,

i have a customer user named CustUser who opens the tickets from the customer portal, i have created a queue named QUE and a customer named Custom with a CustomID.
when the CustUser opens a tk doesn't go to the right queue but in the generic queue.

do you know the reason?

thanks

[crythias]

Don't use customer based queues.
viewtopic.php?f=53&t=16064

If you have agents dedicated to a customer, put a queues with those agents in a group (not the users group) and make sure the queue group is unique to that customer, and the customer is not a member of groups of other queues.

[marcored]

i have several agent that work for that customer,

my actual situation is:

queue: COC
customer: UGO
customer id: CNL
group: COC_group

general queue: support

every time the customer UGO opens a tk from the OTRS customer platform it doesn't go to the COC queue but it goes to the general queue Support

[crythias]

every time the customer UGO opens a tk from the OTRS customer platform it doesn't go to the COC queue but it goes to the general queue Support

Because that's the Queue choice/default for that customer.
You can enable a feature to log in as that customer and see what UGO sees.

[marcored]

thanks for the answer, how can i enable the default queue for the customers?

[crythias]

ACL might help.
if customer_id=CNL
Possible Queue=COC

[marcored]

i follow the manual, with the settings in the attachment, i'll wait that the tk in the queue: General Queue goes to the COC queue.
is this right or i did something wrong?
i rather do this configuration if customer_id=CNL Possible Queue=COC, how can i rapresent i the acl ?

thanks

[crythias]

acl is what humans do.
postmaster filter is what email does.

If your customer is submitting a ticket via the customer portal, then the customer should only see appropriate queues possible for the customer.
if your customer is submitting a ticket via email, then postmaster filter should handle it based upon ... any various things. domain is likely a good one.