otrs 3.1.1 change owner of new tickets

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copymaster
OTRS newbie
Posts: 5
Joined: 22 Feb 2012, 10:54
OTRS Version?: 3abcd

otrs 3.1.1 change owner of new tickets

Post by copymaster » 22 Feb 2012, 11:30

Hi

i am using otrs 2.24 for years and now i updated to verison 3.1.1

I have most of the settings configured fine for our needs, but i have one problem which i cannot solve.

I use the postmaster-filter to put new tickets into the defined queues. But the owner of the new tickets is always admin otrs.

I have two agents in the system. and 4 queues. The setup is as follows

queue 1 - agent1
queue 2 - agent1
queue 3 - agent1
queue 4 - agent2

i want to set the owner of the ticket according to the queue. so that the autoanswer for the customer (" thank you for your ticket, the number is: blabla and the owner is ...") is set as agent1 or agent 2, in the moment there's always ADMIN OTRS in the autoanswer.

can anybody tell me how to set this up?

Thank you

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi » 22 Feb 2012, 11:58

1. set a postmaster filter
Set X-OTRS-Queue according "To" field.

2. set cron job in /opt/otrs/Kernel/Config/GenericAgent.pm
If Ticket is new, then set ticket owner according the ticket queue.
It is fine that run this cron job task for every 3 minutes.
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copymaster
OTRS newbie
Posts: 5
Joined: 22 Feb 2012, 10:54
OTRS Version?: 3abcd

Re: otrs 3.1.1 change owner of new tickets

Post by copymaster » 22 Feb 2012, 12:22

Thank you, but that does not help me...

because the autoanswer is generated directly after a new ticket has been received. That is, when the autoanswer mail is send, the owner is still ADMIN OTRS. and the cronjob runs 3 minutes after that and sets the ownder to the agent.

if there's no possibility to change the owner within the postmaster-filter, i have to live with that.

But thank you for reply.

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi » 22 Feb 2012, 12:41

You are right, and I indeed did not fine X-OTRS-SLA in postmaster filter.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
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My OTRS Blog
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micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi » 24 Feb 2012, 08:47

I got a workaround for your problem.

1. add a new tag X-OTRS-Owner in PostmasterX-Header

2. create a PostMaster Filter for each queue
set X-OTRS-Owner with agent according queue name (X-OTRS-Owner should be the agent id number in database instead of login name).

3. vi /opt/otrs/Kenel/System/PostMaster/NewTicket.pm
replace "OwnerID => $Param(InmailUserID)" with "OwnerID => $GetParam{'X-OTRS-Owner'}", like following:

OwnerID => $GetParam{'X-OTRS-Owner'},
# OwnerID => $Param{InmailUserID},
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
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nfplacide
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Joined: 05 Aug 2012, 15:27
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Re: otrs 3.1.1 change owner of new tickets

Post by nfplacide » 14 Dec 2013, 13:00

Hi sir,
just to inform that i try to "change owner of new tickets" automatically on incoming tickets, and it is working quiet simple now on otrs 3.3.1
I use filter with agent login name
Regards,

Placide

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