otrs 3.1.1 change owner of new tickets

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copymaster
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otrs 3.1.1 change owner of new tickets

Post by copymaster »

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
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi »

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.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
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copymaster
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Re: otrs 3.1.1 change owner of new tickets

Post by copymaster »

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
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi »

You are right, and I indeed did not fine X-OTRS-SLA in postmaster filter.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
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micshi
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Re: otrs 3.1.1 change owner of new tickets

Post by micshi »

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
My OTRS Blog
OTRS Basic Concept Training
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nfplacide
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Re: otrs 3.1.1 change owner of new tickets

Post by nfplacide »

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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