Hello everyone,
we have an "issue" with our OTRS setup. We have one queue for every department (about 8 ). Every customer belongs to one queue. Sorting our customers to queue is done via postmaster filters by setting up customer no., customer user for customer identification and follow-up queue, queue for queue setting.
Time-to-time happens that we need to assign existing ticket to different queue and there it comes . After changing queue to another one everything works until client responds again to ticket. Then postmaster changes queue back to "default setting" for that client.
We need to set queue just once for every ticket, is there any workaround for this?
Thanks a lot.
OTRS is changing queue when customer reply
Moderator: crythias
Re: OTRS is changing queue when customer reply
Hi,
your design
Working on a ticket should be indicated by state, and priority (SLA), not on a queue or if a customer replies.
Flo
your design
is wrong. Without knowing your goal and your ""default setting" for that client" it is hard to say what you have to do.Every customer belongs to one queue
Working on a ticket should be indicated by state, and priority (SLA), not on a queue or if a customer replies.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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Re: OTRS is changing queue when customer reply
Hi,michalv wrote: ↑26 Mar 2021, 16:43 Hello everyone,
we have an "issue" with our OTRS setup. We have one queue for every department (about 8 ). Every customer belongs to one queue. Sorting our customers to queue is done via postmaster filters by setting up customer no., customer user for customer identification and follow-up queue, queue for queue setting.
Time-to-time happens that we need to assign existing ticket to different queue and there it comes . After changing queue to another one everything works until client responds again to ticket. Then postmaster changes queue back to "default setting" for that client.
We need to set queue just once for every ticket, is there any workaround for this?
Thanks a lot.
I suggest your using X-OTRS-FollowUp-Queue in the postmaster filter. You might use X-OTRS-Queue
All settings with FollowUp in the key only have an effect on follow-ups to existing tickets. Without FollowUp only to newly generated tickets.
- Roy
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Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: OTRS is changing queue when customer reply
Hi,
The queues are your organisational and functional structure. Queues for customers are possible bad design.
But nevertheless, show the settings of your filters
The queues are your organisational and functional structure. Queues for customers are possible bad design.
But nevertheless, show the settings of your filters
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Re: OTRS is changing queue when customer reply
thanks root for quick solution, it was exactly what i need.
Also thanks to other guys for help.
Also thanks to other guys for help.