Assign the service automatically

[gusmaer]

We need to assign to the tickets that arrive from the customers the service that they have assigned in the option of Customer User <-> Service.

How could this be done?

[root]

Hi,

This can be done manually from the ticket zoom, using free fields dialogue.

- Roy

[gusmaer]

This is how we are doing it, we manually place the service and the SLA.

We were seeing if with the generic agent we could assign the service automatically, but we found that it can only be done per customer id, so this would cause us to have to configure a generic agent rule for each client that we have created.

That is why the query is if there is any way that the service assignment can be automated.

Thank you.

[root]

That is why the query is if there is any way that the service assignment can be automated.

No, and the reason is quite simple: it is possible to assign multiple services to a customer user.

- Roy

[gusmaer]

We configure the system so that each client has only one service, we do not have the case that a client can have several services.
If we had it, we would manage it manually.

[root]

Hi,

Then it's a Generic Agent or if this is not convenient enough custom development.

- Roy

[gusmaer]

Hello,

Could you solve us using ACL?

In the manual there is an example that I do not understand what it does on time.

https://doc.otrs.com/doc/manual/admin/5 ... ement.html


TicketServiceSet

Assigns a service to a process ticket. The ticket requires to have a customer and the service must be assigned to that customer. Example:

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set MyService service',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketServiceSet',
Config => {
Service => 'MyService',
# or
ServiceID => 123,
},
},
};


'Name' specifies the name of the configured TransitionAction.

'Service' defines the new service of the process ticket. The full name is required (e.g. GramdFatherService::FatherService::SonService ).

'ServiceID' defines the internal ID of the new service.

Thank you.

[crythias]

Postmaster filter or generic agent.