Dear All,
Ideas for automation on this please - as generic agent does appear to help us on this one.
We have approx 50 customers, and 4x 2nd line agents.
Each agent has a list of customers he takes responsibility for. Its usually approx 12 each.
The customer tickets can be "owned" by others - however the appointed agent would like an oversight of his customers open tickets.
We'd like to automatically assign the "ticket responsible" according the customer.
Yes it can be done manually - however I'm looking for an intelligent way to streamline the process. Generic Agent doesn't allow "multiple customers" to be selected. I would import individual rules for each customer, but it becomes a maintenance headache to see who's responsible for who !
I have searched around, and not found anything on this - aside from some possible generic import/export features in the future.
Many thanks for your kind wisdom
Michael
Automatically setting the responsible owner
Moderator: crythias
-
- Znuny newbie
- Posts: 36
- Joined: 01 Jun 2015, 10:17
- Znuny Version: 6.0.28
- Real Name: Michael James
Re: Automatically setting the responsible owner
I did think maybe I could set up a dynamic field for the agent name in the customer record?
Would anyone know if I can then "get" that dynamic field into "responsible" via a generic agent task?
I hope I'm being clear - and apologies for any confusion.
Michael
Would anyone know if I can then "get" that dynamic field into "responsible" via a generic agent task?
I hope I'm being clear - and apologies for any confusion.
Michael
-
- Znuny superhero
- Posts: 888
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: Automatically setting the responsible owner
Hello Michael,
You can use Postmaster-Filters as well.
Create one for each agent you've got, select by CustomerNo or CustomerUser (multiple values can be set with Regex; there are a couple of examples on this forum), and set the Responsible or ResponsibleID.
You could also work with dynamic fields, but that would –imho– take some more time to set up and manage, but would be a bit cleaner.
Figure 4.55. PostMaster filter management
Best regards
Emin
You can use Postmaster-Filters as well.
Create one for each agent you've got, select by CustomerNo or CustomerUser (multiple values can be set with Regex; there are a couple of examples on this forum), and set the Responsible or ResponsibleID.
You could also work with dynamic fields, but that would –imho– take some more time to set up and manage, but would be a bit cleaner.
Figure 4.55. PostMaster filter management
Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
-
- Znuny newbie
- Posts: 36
- Joined: 01 Jun 2015, 10:17
- Znuny Version: 6.0.28
- Real Name: Michael James
Re: Automatically setting the responsible owner
Emin,
Thank you so much. We do use the postmaster filters for setting the "customer" when someone else emails from that domain, and it's great.
However, a few of our customers log tickets through the portal, and I'm very aware that postmaster filters wont help us on those
I'd be happy to do the dynamic field route - I just need to understand how to "echo" that dynamic field into the responsible field. I'll keep digging, however if you have an suggestion - I'm as ever very grateful.
Thanks again
Michael.
Thank you so much. We do use the postmaster filters for setting the "customer" when someone else emails from that domain, and it's great.
However, a few of our customers log tickets through the portal, and I'm very aware that postmaster filters wont help us on those
I'd be happy to do the dynamic field route - I just need to understand how to "echo" that dynamic field into the responsible field. I'll keep digging, however if you have an suggestion - I'm as ever very grateful.
Thanks again
Michael.
-
- Znuny superhero
- Posts: 888
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: Automatically setting the responsible owner
Ohh, the dynamic field idea was also depending on the Postmaster-Filters.
I can't think of a way to realize that without writing some code and executing it as a GA module .
— Emin
I can't think of a way to realize that without writing some code and executing it as a GA module .
— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
-
- Znuny newbie
- Posts: 36
- Joined: 01 Jun 2015, 10:17
- Znuny Version: 6.0.28
- Real Name: Michael James
Re: Automatically setting the responsible owner
No worries and thank you for your thoughts.
I could - perhaps run one GA per customer. That would resolve it.
I was hoping to run one GA per agent - and select multiple customers within, but it's not to be!
Michael
I could - perhaps run one GA per customer. That would resolve it.
I was hoping to run one GA per agent - and select multiple customers within, but it's not to be!
Michael
-
- Znuny newbie
- Posts: 36
- Joined: 01 Jun 2015, 10:17
- Znuny Version: 6.0.28
- Real Name: Michael James
Re: Automatically setting the responsible owner
Hello All,
I managed to resolve this in Generic Agent, by using the notation:
(Customer1||Customer2) etc in the "Customer Field"
And can now automatically (and intelligently) set the responsible owner.
Thanks for the replies!
Michael
I managed to resolve this in Generic Agent, by using the notation:
(Customer1||Customer2) etc in the "Customer Field"
And can now automatically (and intelligently) set the responsible owner.
Thanks for the replies!
Michael
-
- Znuny superhero
- Posts: 888
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: Automatically setting the responsible owner
How dumb of me, that's literally the same thing as the Postmaster, but I managed to miss that
I'm glad you found a solution.
— Emin
I'm glad you found a solution.
— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English