ticket dispatch

[Krakus]

Hi,

I am quite new with OTRS and I would need help. My idea is to have somebody dispatching the raw new tickets to different queues. For now once the ticket is moved to one queue all the agents allowed to see this queue see the ticket. Is that possible that the system attributes the tickets to the agents one after the other (ie if you have two agents taking care of the same queue, the 1st agent will receive a ticket he should take care of, then the next ticket is for the second agent, the next ticket for the first agent...)

Thanks,

Greg

[jojo]

No, thats not possible.

The philosophy within OTRS is, that an agent picks a ticket (from the queues he can work on) if he has time to work on it.

[Krakus]

Thanks Jojo for your reply!