Hi.
I am trying to configure OTRS so that agents when using AgentTicketPhone only get the choice of one queue (in my case 'Support').
I have tried all configs that I can find and I can get the queue dropdown to only display 'Support' but whenever a ticket is then created, it goes in to the 'Postmaster' queue. I cannot find the piece of config that is driving this. Any help would be appreciated please!
Default Queue for New Tickets
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Paulc
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Default Queue for New Tickets
OTRS version: 3.1.11. Operating System: Linux. Database type: MySQL.
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crythias
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Re: Default Queue for New Tickets
Among potentially other ways, group membership will restrict available queues.Paulc wrote:I am trying to configure OTRS so that agents when using AgentTicketPhone only get the choice of one queue (in my case 'Support').
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Paulc
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Re: Default Queue for New Tickets
As one of the support agents creating tickets, I can then use change queue to move it to the required Support queue without issue.
Its just the selection of the default queue when the submit button is used to create a new ticket.
I have also tried making the Postmaster queue invalid but the same issue still occurs.
Its just the selection of the default queue when the submit button is used to create a new ticket.
I have also tried making the Postmaster queue invalid but the same issue still occurs.
OTRS version: 3.1.11. Operating System: Linux. Database type: MySQL.
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crythias
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Re: Default Queue for New Tickets
Take a look at this: viewtopic.php?f=60&t=10673
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Paulc
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Re: Default Queue for New Tickets
Resolved - the hint regarding groups access sorted it for me. Thank you!
OTRS version: 3.1.11. Operating System: Linux. Database type: MySQL.
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crythias
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Re: Default Queue for New Tickets
I realize I'm resurrecting a dead thread, but this is relevant.
If you look at "View Source" for the ticket, you'll see the Input name=Dest
if you place a variable name in the URI, it will populate the form.
You can change the links to go to, for example:
http//yourdomain/otrs/index.pl?Action=AgentTicketPhone;Dest=6||MyQueue
Where "6" and "MyQueue" reflect the appropriate QueueID and QueueName. Yes, the two pipes (|) are required.
If you look at "View Source" for the ticket, you'll see the Input name=Dest
if you place a variable name in the URI, it will populate the form.
You can change the links to go to, for example:
http//yourdomain/otrs/index.pl?Action=AgentTicketPhone;Dest=6||MyQueue
Where "6" and "MyQueue" reflect the appropriate QueueID and QueueName. Yes, the two pipes (|) are required.
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Baeckerjunge
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Re: Default Queue for New Tickets
Hi crythias,
thanks for your update. I was desparetely looking for a solution how to preselect the queue in a NewTicket-url.
But how does it work with blanks?
This works: Action=AgentTicketPhone;Dest=4||Misc
This not: Action=AgentTicketPhone;Dest=5||Example%Queue
Thanks in advance 4 your help
thanks for your update. I was desparetely looking for a solution how to preselect the queue in a NewTicket-url.
But how does it work with blanks?
This works: Action=AgentTicketPhone;Dest=4||Misc
This not: Action=AgentTicketPhone;Dest=5||Example%Queue
Thanks in advance 4 your help
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Baeckerjunge
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Re: Default Queue for New Tickets
Ha! Just found out it is + instead of %
So for queue 5 "Exampe Queue" it must be Action=AgentTicketPhone;Dest=5||Example+Queue
So for queue 5 "Exampe Queue" it must be Action=AgentTicketPhone;Dest=5||Example+Queue