Sub-Queues and Filters

[tgilles]

Ok..

I have lets say, 5 Technicians.. Each with their main Queue (Which is there name) then 3 or 4 standard sub queues... How in the world do I force the filter to automatically push an incomming ticket to a Sub-Queue under a specific technician if each tech has standard sub-queues? Example below.

Queue Email all goes to a single email support@somedomain.com - I've assigned alias's to it for different technician queues.. In this case: jdq@somedomain.com
Main Queue:
John_Doe

Sub Queues:
- Service_Requests
- Installation_Requests
- Quote_Requests

etc, etc.. EACH tech queue having the same sub-queues.. .
Match To: jdq@somedomain.com
Set X-ORTS-Queue: <?????????WHAT GOES HERE???????>

Soo,, the question is, what format do I use with the X-ORTS-Queue field when you have 4 Tech sub-queues with the same Service_Requests?

[jojo]

You should not create a queue per technician but per Team


Please also have a look on the ticket type for displaying if the ticket is a service request or an incident..

[fbobraga]

Set X-ORTS-Queue: <?????????WHAT GOES HERE???????>

I also don't know this: the queue name? or ID?

[crythias]

I believe the answer is:
Queuename or
Queuename::SubQueue or
Queuename::SubQueue::SubsubQueue

[Dieter_be]

Set X-ORTS-Queue: <?????????WHAT GOES HERE???????>

I also don't know this: the queue name? or ID?

the name. It's trivial to try this out, if you have a working procmail setup (which is easy as well, given that otrs ships a sample .procmailrc file)