OTRS is changing queue when customer reply

[michalv]

Hello everyone,

we have an "issue" with our OTRS setup. We have one queue for every department (about 8 ). Every customer belongs to one queue. Sorting our customers to queue is done via postmaster filters by setting up customer no., customer user for customer identification and follow-up queue, queue for queue setting.

Time-to-time happens that we need to assign existing ticket to different queue and there it comes . After changing queue to another one everything works until client responds again to ticket. Then postmaster changes queue back to "default setting" for that client.

We need to set queue just once for every ticket, is there any workaround for this?

Thanks a lot.

[wurzel]

Hi,

your design

Every customer belongs to one queue

is wrong. Without knowing your goal and your ""default setting" for that client" it is hard to say what you have to do.

Working on a ticket should be indicated by state, and priority (SLA), not on a queue or if a customer replies.

Flo

[root]

Hello everyone,

we have an "issue" with our OTRS setup. We have one queue for every department (about 8 ). Every customer belongs to one queue. Sorting our customers to queue is done via postmaster filters by setting up customer no., customer user for customer identification and follow-up queue, queue for queue setting.

Time-to-time happens that we need to assign existing ticket to different queue and there it comes . After changing queue to another one everything works until client responds again to ticket. Then postmaster changes queue back to "default setting" for that client.

We need to set queue just once for every ticket, is there any workaround for this?

Thanks a lot.

Hi,

I suggest your using X-OTRS-FollowUp-Queue in the postmaster filter. You might use X-OTRS-Queue
All settings with FollowUp in the key only have an effect on follow-ups to existing tickets. Without FollowUp only to newly generated tickets.

- Roy

[alexus]

Hi,
The queues are your organisational and functional structure. Queues for customers are possible bad design.
But nevertheless, show the settings of your filters

[michalv]

thanks root for quick solution, it was exactly what i need.

Also thanks to other guys for help.