Agent <- domain

[palacietes]

Hi, i'm using OTRS 3.1.12 with several LDAP domains. I have some generic queues and i want to send email notifications to agents according to a customer's domain.
is it possible to do that?

F.i:

client@domain1 opens a ticket on "Printer broken" queue --> Sends email to agent1@domain1
client@domain2 opens a ticket on "Printer broken" queue --> Sends email to agent2@domain1

Thanks in advance

[RStraub]

Did you try a postmasterfilter with setting Responsible?

[palacietes]

No I didn't. I don't know where can do that. Can you explain how to do?
I'm newbie with otrs
Thanks

[RStraub]

http://otrs.github.io/doc/manual/admin/ ... sterfilter

There you could Set Responsible (if activated) or Owner. They then should receive an owner / responsible update notification.

[palacietes]

Thanks for the information, but I think this doesn't work for me.

My customers have the follow info:

LDAP username: client1@domain1.com E-mail: client1@domain1.com -->Agent_X
LDAP username: client2@domain2.com E-mail: client2@domain1.com -->Agent_Y

All my customers share email domain, but they've different LDAP domains, so I think I can't make an email rule based on field from.
Thanks

[palacietes]

has anyone any ideas?

[reneeb]

A perl Postmaster filter should work. You can find a sample filter at https://gist.github.com/reneeb/930cc513fece99dfeb67

[crythias]

The way it should work for this is:
1) Set up queues for locations (I don't like this, but on locations, you may not have a choice)
2) Appropriate agents have the queue in the Agent's My Queues and notification Yes
3) PostmasterFilter sees domain and forwards to appropriate queue.

[palacietes]

I think Crythias' solution may be a solution, but in this case I need to hide some Queues to customers, and I don't know how to do that.

If I could get Company information from LDAP maybe I could filter by it. i'm going to try to create this field in Config.pm like UserCustomerIDs.

I'm going to take a look to reneeb suggestion.

Thank you all

[crythias]

I need to hide some Queues to customers

That wasn't evident from the original post, and is a different question than:

client@domain1 opens a ticket on "Printer broken" queue --> Sends email to agent1@domain1
client@domain2 opens a ticket on "Printer broken" queue --> Sends email to agent2@domain1

Admittedly, we should have asked and you should have specified...

Enable CustomerGroupSupport. or this thread.