Postmaster Filter

[maayanay]

Hi,

OTRS ver: 3.3.5

My postmaster filters are not working.

what i want to achieve:
customer will not be able to choose queue.
tickets will be assigned to a queue I created according to postmaster filters (in my case a dynamicfield filter for my company departments)

what i did:
1. disable queue at customer new ticket:
i go to - sysconfig->tickets -> Frontend::Customer::Ticket::ViewNew
set - Ticket::Frontend::CustomerTicketMessage###Queue - NO
set - Ticket::Frontend::CustomerTicketMessage###QueueDefault - Postmaster

2. Postmaster filter:
Filter Condition:
Header 1: X-OTRS-DynamicField-cellcomdepartmentlist Value 1: CustomerCare

Filter Set:
Header 1: X-OTRS-Queue Value 1: ccmanagers

Tests results:
when i use customer user to open a new ticket I cam't see the TO field (or QUEUE drop down) which is what i wanted.
The customer can choose a department according to my preconfigured Dynamic Field- which is what i wanted and i choose CustomerCare in this case.
BUT!!! - after creating the ticket the ticket is still assigned to Postmaster and not to "ccmanagers" queue as i configured the postmaster filter.

please assist it's suppose to be very easy case!

[crythias]

set - Ticket::Frontend::CustomerTicketMessage###QueueDefault - Postmaster

after creating the ticket the ticket is still assigned to Postmaster

[dolfiz]

Don't postmaster filters apply only on email fetching?

Anyway, I suggest you to use a Generic Agent with trigger ticketCreate to move your ticket.

[maayanay]

Don't postmaster filters apply only on email fetching?

Anyway, I suggest you to use a Generic Agent with trigger ticketCreate to move your ticket.

I didn't knew it is only for emails...

how do i do what you suggested?
any other ways to run rules on tickets when created from web interface
?

[crythias]

any other ways to run rules on tickets when created from web interface

No. You set what you want via sysconfig and acl.

[maayanay]

any other ways to run rules on tickets when created from web interface

No. You set what you want via sysconfig and acl.

1.can you give example how to create ticket rule via ACL? i
I am new to OTRS, just installed it yesterday and really want my company to start working with it.


2. i installed few ticket systems and all of them lack of a good flexible feature of ticket rules. why if you already have ticket filter for mails you can't do it for web interface tickets as well?
I think that with custom ticket rule almost any workflow can be done which will make this system flexible as hell!
for sure there is something i am missing here.

[crythias]

Think of it in these terms:
There is nothing you can do to set parameters of an email before it's sent. After you receive it, then you can PostMaster Filter it to get the fixed customer information into your mechanics.

On the web interface side, anything that you present to the customer is everything that you'd want to happen in PostMaster ... before the customer hits submit. So, if you want the customer to be in a specific queue, you don't need to do that *after* submit. You do it in the customer's screen, limiting the customer's *DEFAULT QUEUE* to be the "Main Queue" ... which is why I pointed that out to you above. You have a default queue of Postmaster (probably because you thought it needs to be in PostMaster so PostMaster filters can be applied, but it doesn't work that way.) AND you turned off Queue for the Customer. Guess what? The customer is going to create a ticket in the Default Queue and it won't budge from there.

If you want the customer to be able to choose a Queue, then don't hide it from him, and don't ask him to choose something that's not a queue to change the queue. This is confusing. The customer works from top down. He should choose what he's allowed to choose from and by the time he hits submit, all the post processing work you'd have to do has already been done by the customer: The ticket is in the right queue, because the customer chose the right queue.

The customer should choose a queue called Customer Care and it will go to your ccmanagers. Don't confuse the issue by having something else determine the queue. And how would an email have a Dynamic field?

[maayanay]

ok I get it now. thanks for the answer!

it is possible to present specific queue to the customer depend on some other parameters he choose in the form?

[maayanay]

another one:

can I do that if ticket is open and a specific dynamicfield (department) value is choosen (CustomerCare) the ticket will go to manager approval before going to the choosen queue? once the manager approve the ticket going to the queue (this actually what i needed in the first place and this why i am thinking about all this workarounds...)

[crythias]

it is possible to present specific queue to the customer depend on some other parameters he choose in the form?

In theory, yes, but since it's the most critical choice, and the first item presented to the user, why not let them choose from queues?

can I do that if ticket is open and a specific dynamicfield (department) value is choosen (CustomerCare) the ticket will go to manager approval before going to the choosen queue?

I don't know how you want to implement this. But you could just have an agent reply to the ticket "To" the manager (Is this okay to do?) and await approval before next step.

[maayanay]

it is possible to present specific queue to the customer depend on some other parameters he choose in the form?

In theory, yes, but since it's the most critical choice, and the first item presented to the user, why not let them choose from queues?

for simplifying purposes - let's say i have many queues but not all are related to this customer and i don't want him to be confuse or choosing the wrong queue. if he will choose his department (dynamicfield) he will see only queues that related to it.

can I do that if ticket is open and a specific dynamicfield (department) value is choosen (CustomerCare) the ticket will go to manager approval before going to the choosen queue?

I don't know how you want to implement this. But you could just have an agent reply to the ticket "To" the manager (Is this okay to do?) and await approval before next step.

the case is - our customer care department receive complaints from customers over the phone. then they should open a ticket to our next level support. but before the ticket arriving to next level support i want the customer care manager to approve this ticket.
I know i can just create a queue for this manager and ask customer care agents to choose this queue but than the manager will not know to which queue to move it after since he didn't speak with the customer. of course he can read the ticket body and decide where to move it but than it give him more work to completely understand the issue and decide to which queue to transfer.

I hope i made my self clear.

Thanks for your support!!

[crythias]

forward the ticket within ticketzoom. (email-internal)

[maayanay]

forward the ticket within ticketzoom. (email-internal)

what is ticket zoom? is there a document explaining it?
how it can help me with my problem.

Again, thanks for the answers!!

[jojo]

The Ticket Zoom is the Detail view of a ticket. Did you read the admin manual? Based on your questions you should consider buying professional consulting, training and support

[maayanay]

The Ticket Zoom is the Detail view of a ticket. Did you read the admin manual? Based on your questions you should consider buying professional consulting, training and support

not all of it it is almost 700 pages and i am trying to implement it in my company in the same time... don't have time to read it all.
Sometime the forum can get me there faster or at least narrow my option down and focus me on a specific subject so i can check it.

like now that you mention "ticket zoom" and told me it is in the manual i am going to read about it .

Thank you.

[jojo]

implementing OTRS needs some knowledge on the software and on processes. It is not just installing like a text writing program or an email client.

[maayanay]

implementing OTRS needs some knowledge on the software and on processes. It is not just installing like a text writing program or an email client.

You'll be surprised to hear that OTRS it is not the first system I implement during my long IT career, and that my title is not "Notpad++ installation engineer"

Have a Good Day Sir