Given the following scenario:
One queue for all incoming tickets call: queue 1
In this queue three actors: Agent 1, Agent 2 Agent 3 serve incoming tickets
How to configure OTRS to automatically assign incoming tickets to each of the agents in the queue in sequence?
So that:
ticket1 assigned agent1
ticket2 assigned agent2
agent3 assigned ticket3
ticket4 assigned agent1
ticket5 assigned agent2
ticket6 assigned agent3
...
...
many Thanks
round robin for tickets incoming
Moderator: crythias
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: round robin for tickets incoming
Requires programming/development. This is not a feature that is built-in to OTRS.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: round robin for tickets incoming
We do not have a development area for programming.
I thought I could have SysConfig resources (management interface) to approximate a solution.
OK Many Thanks
I thought I could have SysConfig resources (management interface) to approximate a solution.
OK Many Thanks
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: round robin for tickets incoming
In general, automatic assigning of tickets is not a good idea because it doesn't load balance well.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: round robin for tickets incoming
A few days ago not entered in the forum, I apologize.
Thank you very much for the concepts
Thank you very much for the concepts