I have a problem in my OTRS system and I need some ideas from you guys!
I have a special queue, let's call it "X". I have a GenericAgent running every 10 minutes to look in that queue "x" for new tickets and take them and close them and transfer their contents to an external system. However, this script works only, if the customer ID is a valid customer ID from another external DB, in my case the customer ID is only valid if it is numerical.
Now, sometimes when customer sends in a ticket, the customer ID in OTRS is set to the sender email address and not to the customer ID from my other database.
I want now to prevent my Reps to move tickets into queue "x" without making sure that a valid customer ID is set (a numerical one).
Can I do either of the following:
1- in case a rep tries to move a ticket into that queue "x" to have a popup coming up telling him to make sure the customer ID is valid
2- or to prevent a ticket from being moved into that queue "x" if the customer ID is non numerical.
Or any other ideas to solve that are welcome, too!
Thanks!