Assigning tickets to queue based on AD attribute

[joshabbitt]

I am new to OTRS and have found many answers on this forum but I can't seem to find this one...

I am running OTRS ITSM Ver. 3.3.5 on Windows 2008 R2 with an LDAP backend DB.

I am trying to figure out how to set up ticket filtering based on a customer user attribute (not email address) so that OTRS can automatically send tickets to the appropriate queues.

I would like to use the "Office" or "physicalDeliveryOfficeName" field in active directory as my trigger attribute, which I have been able to pull into OTRS as one of the customer information fields. From everything I've read it seems that using a GenericAgent module is the way to do this but I can't seem to find a good example of what this would look like and my scripting knowledge is limited.

Anyone out there have a suggestion as to how I can accomplish this?

Thanks!

[crythias]

Don't use customer based queues

"But Accounting people are supported by accounting agents and we need to segregate them!"

You're not going to do this with postmaster filter.

"OK, but they submit tickets through the web interface"

ACL

Queues should be [groups of] agents who can handle tasks. A customer should submit a ticket for what they want accomplished. A customer should not submit a ticket based upon who the customer is.

[jojo]

yes it is possible via automatic setting of DynamicFields and via Generic Agent (eventbased)

[joshabbitt]

Thanks for the quick reply Crythias

I guess I am confused based on my past helpdesk system experiences. With systems like Zendesk and Parature they tend to look at queues a bit differently than OTRS. Maybe if I explain further what I am trying to accomplish you can point me in the right direction.

I have a global helpdesk that is broken up into arount 20 countries, and almost as many languages, with a small team to handle each. I would like to continue using 1 HD system with a single IT support email address. (Backstory: I have recently started at this company and have inherited the culture that tickets are only submitted via email, which I hope to change with OTRS, but until then...) I need to be able to sort tickets as they come into the system, based on where the user is located so that the correct helpdesk team gets the ticket. I am currently using Track-it and sorting the tickets into queues that only the responsible team can see based on the customer's "Office" attribute in AD. I would like to (for now) continue having the support desk folks manually assign the tickets that come into thier respective queues to the correct ticket type until I can get users to start entering tickets via the web interface.

I know that there are countless posts and how-to's regarding queue set up but I can't find any that closely resemble the setup I am trying to achieve.

Thanks

[crythias]

JoJo's correct. Use an Event Based generic agent.

[joshabbitt]

JoJo's correct. Use an Event Based generic agent.

Forgive me if I am being thick sculled (This is my first stab at OTRS and Perl and I am so close), but I still cannot figure out how to tell OTRS to use the office attribute as the filter when creating the generic agent. As you can see in the attached screen shot, the attribute is in the user profile in OTRS but I am not sure how to get OTRS to call this attribute. I can sort by any aspect of the ticket or a dynamic field if the user was placing the ticket via the web but since the "Office" field is not in the ticket I am at a loss.

Could you please give me a quick and dirty example of how to do this?

Thanks!!!

[crythias]

There's no easy way to do this.

The only personally identifiable information on an email is its sender address (From) which is only used to determine the login id and customer id to assign the ticket.

That said, a generic agent looking at a customer id can set X-OTRS-Queue based upon that value.

Otherwise, it gets more complicated (development or paid addon).