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
Route tickets by services
Moderator: crythias
Re: Route tickets by services
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.
Event Trigger >> TicketCreate
Select tickets >> Service >> Select the services you want
Update/Add Ticket Attributes >> Set new queue >>
Regards.