Queue attribution base on "Customer City"

[fcollerette]

Hi, it's me again !

OK here is what I wanna do.
We are using OTRS internally to manage tickets from our 5 offices.

We are manually setting the Dynamic Field "Office" based on the location of the user. (Office 1, Office 2, etc...)
This is mainly for statistics tickets/office, asked by our manager.
My users are coming from LDAP and my mapping does get the city from the user, so that part is already setup correctly.

I would like to know if there would be a way in OTRS that would do this automatically based on the "user city" when they submit the ticket by email.
Kind of this :

Event : TicketCreated -> if UserCity = "Florida" then Dynamic_Office = "Office1" and so on ....

I hope you understand what I'm trying to achieve.

Thanks for you input.

[fcollerette]

I was initially thinking about the "GenericAgent" but i don't see the "UserCity" field in it.

Maybe there is a way to add it there ?

[root]

Hi,

Check the SysConfig for DynamicFieldFromCustomerUser, this is an event handler which copy specified customer user field into dynamic fields on ticket creation/customer update. But you LDAP should contain the proper value (Office 1 and not Florida)

- Roy

[fcollerette]

Awesome !!!!!

Thanks for the quick reply !!!!

It worked like a charm.