How do I set default Owners for different queues?
Moderator: crythias
-
- Znuny newbie
- Posts: 20
- Joined: 26 Aug 2011, 14:45
- Znuny Version: 3.0.9
- Company: Charonite
How do I set default Owners for different queues?
Hello,
I am using OTRS 3.0.9 and I am attempting to automate things as much as possible to have a smooth workflow. What I wish to achieve is to allocate default owners for different queues since different queues in my case represent different products with different individual responsible for such product.
I am aware that I can assign the Generic Agent to do this trick but seeing that the generic agent can only perform tasks daily, I need something instant that once a ticket has entered a queue, by default its owner is set to MR. X for example. Currently all tickets created by the customers set their owner & responsible as the Admin OTRS. Any ideas on how to change this?
Thanks in advance.
Regards,
James
I am using OTRS 3.0.9 and I am attempting to automate things as much as possible to have a smooth workflow. What I wish to achieve is to allocate default owners for different queues since different queues in my case represent different products with different individual responsible for such product.
I am aware that I can assign the Generic Agent to do this trick but seeing that the generic agent can only perform tasks daily, I need something instant that once a ticket has entered a queue, by default its owner is set to MR. X for example. Currently all tickets created by the customers set their owner & responsible as the Admin OTRS. Any ideas on how to change this?
Thanks in advance.
Regards,
James
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: How do I set default Owners for different queues?
It depends how tickets are submitted. Via email use a postmaster filter.
You might create a Ticket Event http://forums.otrs.org/viewtopic.php?f=60&t=10090
Make it react to TicketCreate Event
It's a bit tedious to set up, but once it's in, it should just work(?).
You might create a Ticket Event http://forums.otrs.org/viewtopic.php?f=60&t=10090
Make it react to TicketCreate Event
Code: Select all
my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Param{TicketID},
UserID => 1,
);
return 1 if !%Ticket;
If ($Ticket{Queue} eq 'JohnsQueue') {
my $Success = $Self->{TicketObject}->TicketOwnerSet(
TicketID => $Param{TicketID},
NewUser => 'John',
UserID => 1,
);
}
#might want to also throw a log here.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 20
- Joined: 26 Aug 2011, 14:45
- Znuny Version: 3.0.9
- Company: Charonite
Re: How do I set default Owners for different queues?
So which module(s) do I have to modify for such workflow? I imagine that no dtl file have to be changed since no output should be affected other than displaying the right Owner
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: How do I set default Owners for different queues?
You don't modify anything, but add two files as indicated in the HowTo tutorial.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 20
- Joined: 26 Aug 2011, 14:45
- Znuny Version: 3.0.9
- Company: Charonite
Re: How do I set default Owners for different queues?
Ok I will check the tutorial out. Also I am looking at the postmaster filter, how do I set the X-OTRS header for owner? There seems to be no option for it.
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: How do I set default Owners for different queues?
Then just do the TicketEvent. It'll fix for all ticket creation.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 20
- Joined: 26 Aug 2011, 14:45
- Znuny Version: 3.0.9
- Company: Charonite
Re: How do I set default Owners for different queues?
If i can manage to adjust the X-OTRS header it would be better since 90% of our customers' queries come via email. How is the X-OTRS to be set to change the owner in postmaster filter?
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: How do I set default Owners for different queues?
It doesn't appear to be an option.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
- Location: Hamburg, Germany
Re: How do I set default Owners for different queues?
Another option could be to setup a GenericAgent for each queue and set its specific owner to all 'new' tickets.
Besides of that I won´t go the way to set an owner per queue, this rather sound like you´d want to set a responsible per queue.
Besides of that I won´t go the way to set an owner per queue, this rather sound like you´d want to set a responsible per queue.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems