Agent responsibile for queues

[aph]

Is it possible to assign an agent as responsible to a certain queue by default?

[Rooobaaat]

Yes! With a GenericAgent this is possible.

[aph]

How?

Any guides / docs for configuration of a generic agent for assigning user as queue responsible?

[reneeb]

This can be done with a event based generic agent. Select "TicketCreate" event, select the queue in the ticket filter and in the actions, set the responsible...

[aph]

How does it differ from the feature add on Responsible for Queue. https://www.otrs.com/feature-add-on/res ... for-queue/. What are the advantages of the add on compared to the suggested solution?

[reneeb]

I don't know the add on, but I *guess* that it's more handier when it comes to the configuration. With the GenericAgent, you have to define a rule for each responsible...

[aph]

Thanks. It must have some advantages as it is a paid add on

[wurzel]

Hi,

the add on is easy to configure (via sysconfig) and designed for <3.2.x versions.
With the 3.3.x and the Generic Agent you can do it without the add on.

And you won't pay for the add on. you won't get it without a contract.

Flo

[aph]

Thanks