Hey guys,
Is possible config Auto Assignment on OTRS?
For example, if the ticket contains a field called Problem type, and Problem type contains hardware, software, and network as its three choices, Issues could be assigned automatically to different users and Teams depending on which choice is selected. In this way, the hardware Team is automatically assigned to ticket, the software group, the network group the same thing.
Thank you.
[SOLVED] Auto Assignment - OTRS::ITSM
Moderator: crythias
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diemx
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[SOLVED] Auto Assignment - OTRS::ITSM
Last edited by diemx on 24 Jun 2015, 16:57, edited 1 time in total.
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crythias
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Re: Auto Assignment - OTRS::ITSM
The first thing they get is the team (Queue) that they need to select. Of course anything can be redirected with ACL.
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root
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Re: Auto Assignment - OTRS::ITSM
As crythias mentioned you can achieve this with ACLs. First create all the queues you need and then use ticket type/services/dynamic fields to classify your ticket.
One important thing to mention and to stick to the OTRS terms: in OTRS you move a ticket into an specific queue. Each ticket has a ticket lock attribute. If a ticket is locked an agent 'reserves' it to work on, if it's free it is available for all agents with ricghts to the queue where the ticket was moved into.
hth,
Roy
One important thing to mention and to stick to the OTRS terms: in OTRS you move a ticket into an specific queue. Each ticket has a ticket lock attribute. If a ticket is locked an agent 'reserves' it to work on, if it's free it is available for all agents with ricghts to the queue where the ticket was moved into.
hth,
Roy
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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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diemx
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Re: Auto Assignment - OTRS::ITSM
Thank you!root wrote:As crythias mentioned you can achieve this with ACLs. First create all the queues you need and then use ticket type/services/dynamic fields to classify your ticket.
One important thing to mention and to stick to the OTRS terms: in OTRS you move a ticket into an specific queue. Each ticket has a ticket lock attribute. If a ticket is locked an agent 'reserves' it to work on, if it's free it is available for all agents with ricghts to the queue where the ticket was moved into.
hth,
Roy
