Ticket Auto Assignment Owner

[tiburonjames]

Hi,

I need your support. I'm a newbie working with Perl and OTRS. I would like to know if you have any tutorial about developing scripts in Perl for OTRS. Actually, my organization is requesting to have this functionality: when ticket is created, the ticket must be auto allocated to the next available agent ( only if agent belongs to the group to which queue of the ticket is associated). . I know that OTRS has this Add-on but it's not free. I want to develop it.

I found a code named "Ticket Autoassignment" (you can see it here => https://metacpan.org/source/ROHITBASU/O ... 0.1/README)

It works very good, but it has an issue. If I put various Groups in the Group List field, sometimes the ticket is assigned to an agent that doesn't belong to the group to to which queue of the ticket is associated.

Has Anyone worked with this package? has anyone a better idea?

Regards,
Jaime

[crythias]

Auto assign owner isn't generally necessary. You can't account (easily) for the agent to be on, available, load balancing, etc.

[jojo]

there is a feature add on for service customers available for this functionality

[tiburonjames]

Thanks for your answers. I could modify the source code and right now it is working as I hope. If somebody is interested to implement this functionality, please contact me.

[ganesh123]

Could you please help me to achieve this.

Thank You!

[root]

Could you please help me to achieve this.

Hi,

Please don't hijack threads, especially old ones. Open a new topic and describe your problem/use case.

- Roy