Auto assign ticket by customer domain

[RichH]

Hi,

The way we have our OTRS system set up is that customers email to any one of a number of generic email addresses, the postmaster fetches the emails and assigns them to a queue based on which mailbox they've been sent to.

We'd like to automatically assign ownership to the tickets based on the customer's email address domain suffix. I know that this can be done through a Generic Agent job, but we would need one job for for every suffix/owner mapping. Given that we need 100+ such mappings, running these jobs would like degrade system performance. It would also be hard to manage. I'd like a way to run all these mappings as a single job, and for the agents to be able to assign themselves or other agents to a domain suffix rather than having to request IT to set it up.

Does anyone know of any OTRS modules or versions that have this capability?

Thanks,
Rich

OTRS Version: 3.1.3
OS: Window Server 2008 R2 SP 1
Database: MS SQL Server 2008 R2
Perl Version: Strawberry Perl 5.12.3.0

[crythias]

Customer based queues are tough, aren't they? If you can switch to a way that your queues are based upon what agents can handle the tickets, you might find this easier to manage.