Can I make a direct assign to a dynamic field dropdown variable?

[OTRSRDNewbie]

Hi,

We have an OTRS 3.3.2 running on Red Hat Enterprise Linux Server release 6.3

They have a need to store which group resolved the issue when its resolved. They structured it that the each queue belongs to a group. However the resolver variable is a dynamic field drop down list. The dynamic field }is hidden in any of the ticket flow except generic agent.

I think this can't be done in the Generic Agent Ticket Action section since its drop down, but I am thinking I can create a custom module to be run by the Generic Agent.

My question is can I assign the dynamic field drop down list resolving group this way:
my $Ticket = $Self->{TicketObject}->TicketGet(%Param,DynamicFields=>1);
$Ticket{'ResolvingGroup'} = Ticket{'Queue'};

or

dynamicfield_ResolvingGroup = $Ticket{'Queue'};

Will this select the queue in the resolving group drop down list?

I haven't found a sample of the Generic Agent Ticket Commands but I think this can work too right? But I am guessing I will need to customize the ticket to have something to assign the resolving group yes?

Sorry for all the naive question but I am new to OTRS and the documents are sometimes hard when I can't see some examples.

[Eggllo]

I'm not 100% sure if it would work exactly the same way in 3.3.2, but one way you could approach this is multiple generic agents, one for each queue. You could set the generic agents to run when on ticketStateUpdate to any closed state, and then have a filter for each agent that looks at the queues.

As an example, if you had two different groups, or queues (both are the same in your case?) you would have 2 agents. Both would be event based when a ticket is closed, but each agent would only affect tickets that match a specific group. Then you could assign the appropriate dynamic field value since you know which group this agent would be affecting.

If you don't have too many groups this wouldn't be too bad of a solution, but it's possible there's a way to do it with a single agent, I just don't know how.

Eggllo

[OTRSRDNewbie]

Thanks that works. The dropdown dynamic field stores the correct queue when it the state is resolved only. I couldn't figure out until 3 am why the State->['Resolved'] won't work in the ACL.