Automatically setting the responsible owner

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apolloit
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Joined: 01 Jun 2015, 10:17
OTRS Version?: 6.0.28
Real Name: Michael James

Automatically setting the responsible owner

Post by apolloit »

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

apolloit
OTRS newbie
Posts: 34
Joined: 01 Jun 2015, 10:17
OTRS Version?: 6.0.28
Real Name: Michael James

Re: Automatically setting the responsible owner

Post by apolloit »

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

zzz
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Re: Automatically setting the responsible owner

Post by zzz »

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
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apolloit
OTRS newbie
Posts: 34
Joined: 01 Jun 2015, 10:17
OTRS Version?: 6.0.28
Real Name: Michael James

Re: Automatically setting the responsible owner

Post by apolloit »

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.

zzz
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Posts: 606
Joined: 15 Dec 2016, 15:13
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Re: Automatically setting the responsible owner

Post by zzz »

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
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

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apolloit
OTRS newbie
Posts: 34
Joined: 01 Jun 2015, 10:17
OTRS Version?: 6.0.28
Real Name: Michael James

Re: Automatically setting the responsible owner

Post by apolloit »

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

apolloit
OTRS newbie
Posts: 34
Joined: 01 Jun 2015, 10:17
OTRS Version?: 6.0.28
Real Name: Michael James

Re: Automatically setting the responsible owner

Post by apolloit »

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

zzz
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Posts: 606
Joined: 15 Dec 2016, 15:13
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Real Name: Emin
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Re: Automatically setting the responsible owner

Post by zzz »

How dumb of me, that's literally the same thing as the Postmaster, but I managed to miss that :lol:

I'm glad you found a solution.

— Emin
Professional OTRS services for development, consulting, hosting and support:
efflux.de – German | efflux.de/en/ – English

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