Route tickets by services

Moderator: crythias

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ruzzetto

Route tickets by services

Post by ruzzetto »

Hi,
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?

Thanks,
Fabio
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: Route tickets by services

Post by fcasal »

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 >>

Regards.
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