We would like the following functionalities whe an agent opens a ticket:
- If the ticket has no owner and propietary we would put the agent as owner and propietary automatically.
- We woud change the state to open automatically, only if the ticket status is new.
- We would move a ticket to a queue called "support" automatically, only if the ticket is at the inbox queue.
How can we do it?
Thank you.
[SOLVED] New functionality
Moderator: crythias
[SOLVED] New functionality
Last edited by dcorbera on 22 Jul 2013, 09:38, edited 1 time in total.
Using:
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
OTRS HELP DESK 3.3.5
OTRS ITSM 3.3.5
POSTGRES 8.3
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crythias
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Re: New functionality
There is no reason to do this. viewtopic.php?f=53&t=16009#p82253dcorbera wrote: If the ticket has no owner and propietary we would put the agent as owner and propietary automatically.
You can set the default state of inbound new tickets to open if you want from within SysConfig.dcorbera wrote: We woud change the state to open automatically, only if the ticket status is new.
eh... change Postmaster to go to support queue.dcorbera wrote:We would move a ticket to a queue called "support" automatically, only if the ticket is at the inbox queue.
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