Groups > Agents

[apollyonangel]

I have been looking over the forum now for a day or so and working with OTRs 3.1.7 testing it out. Let me say I really like it but I'm running into some issues configuring it to my needs. In my mind what I'm trying to do seems very simple but perhaps I am just not under standing some of the terminology of the system or they way it is intended to work.

I am trying to set up the system to that Customers tickets are distributed to the person responsible for there area. (Region.)

Example:

Customer (A) and Customer (B) are in Region (1)
Customer (C) and Customer (D) Are in Region (2)

As Agents go ADA is responsible for calls and tickets in Region (1) and BOB is responsible for calls and tickets in Region (2)

I would when Customer (A) sends in a ticket only for ADA (and any one else assigned to Region 1.) to be able to see this ticket and picket it up. BOB (and any one else assigned to Region 2.) should not be able to see the ticket.


I have tried to do this by creating Groups (Region 1 and another called Region 2) Then assigning Agents to only that Group (ADA assigned to Region 1 and BOB to Region 2.) and then I assigned the Customers to the appropriate group as well. (Customer A and Customer B to the Group 'Region 1' like wise the same with Customer C and D to a group 'Region 2'.) Maybe I am not understanding the way to setup what I want and am missing something along the way. Any help would be greatly appreciated.

[crythias]

Agents get to see all tickets for the queue->group membership they belong.

Customer (A) and Customer (B) are in Region (1)
Customer (C) and Customer (D) Are in Region (2)

As Agents go ADA is responsible for calls and tickets in Region (1) and BOB is responsible for calls and tickets in Region (2)

Short answer so far (which you've done): region1, region2 are groups.
Customer Groups enabled, customer A, B, agent ADA, and Queue Region1 are members of region1 group
customer c, customer d, and agent Bob, and Queue Region2 are members of region2 group

I would when Customer (A) sends in a ticket only for ADA (and any one else assigned to Region 1.) to be able to see this ticket and picket it up. BOB (and any one else assigned to Region 2.) should not be able to see the ticket.

This is because ADA and BOB are members of the group (users) that the default handling of PostMaster email queues to (Raw or Main, for instance).

options:
PostMaster Filter match From customer A assign to queue Region1

or

give CustomerA support-region1@domain.com as an email address aliased to the main box, then use To: filtering.

or

use a human dispatch person to assign queue/owner on receipt.