Route tickets by services

Moderator: crythias

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Posts: 182
Joined: 14 Apr 2017, 10:53
OTRS Version?: 5.0.20

Route tickets by services

Post by ruzzetto » 14 Jun 2018, 12:36

I'm on a setup phase of a new OTRS instance. On the other instance, end-user (when create a new ticket) chooses a queue and then service. In this new instance we approched in different way: the end-user has only to choose the service. The new ticket goes in "Raw" queue and then I created a generic agent task in order to route ticket to right queue based on service.
Now I also have auto-responses for each queue but since the ticket goes firstly to Raw queue the custom auto-response never matches.

Question: is there a way to route tickets automatically to a queue based on service selected?


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Posts: 218
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: Route tickets by services

Post by fcasal » 17 Jun 2018, 09:10

I think you could use an Even Based Execution in the Generic agent, for example:

Event Trigger >> TicketCreate
Select tickets >> Service >> Select the services you want
Update/Add Ticket Attributes >> Set new queue >>


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