[SOLVED] Auto assign agent per service. Is it possible?

[immaBeans]

I'm a beginner in OTRS. I have a few questions.

*Is there any way to assign Agent to specific Services or SLA?

Upon testing creating new ticket in Customer side of OTRS. The interface gave me this. (See scrn shot below)


*Why I have no item in drop down box "TO:"? Is there any problem in configuring? Where is the problem?

Thank you for your time, Cheers!

[jojo]

as you did not tell your config nobody can tell you.

Check, if customer group support is switched off. check the settings for new customer ticket in sysconfig

[immaBeans]

Check, if customer group support is switched off. check the settings for new customer ticket in sysconfig

Thank you for the quick reply Mr.jojo, First I already check the customer group support it is switched off. Second sir what Am I going to do with the new customer ticket? and lastly sir. Please give me a brief answer on What is the needed value of the field "To:" is it for agent? or for Queues?

Thank you sir,
Vince

[immaBeans]

Sir in =>Frontend::Customer::Ticket::ViewNew icket::ViewNew I change the =>CustomerPanelSelectionType to "System Address" instead of "Queues" and I also change =>CustomerPanelSelectionString "<Queues>" to "<Realname> <<Email>>"

[crythias]

The To: field is for queues that the current user of this form does not have access to.

[crythias]

*Is there any way to assign Agent to specific Services or SLA?

As stated, no.

[immaBeans]

The To: field is for queues that the current user of this form does not have access to.

Sir, can you elaborate? I can't understand I'm just a beginner. Why does It doesn't have any value? But I got queue "New Ticket".

Thank you. I appreciate your answer,
Vince

[crythias]

Sir, can you elaborate?

The To: field lists queues.

Why does It doesn't have any value?

The customer doesn't have permission to create a ticket in any queues, or the queues are invalid.

But I got queue "New Ticket".

That's a rather poor queue name.
A queue is a categorization of the kind of tickets that an agent or group of agents is likely to be able to handle.
Good Queue Names are like this: Maintenance, Plumbing, Technology, Supplies, ProjectX
A customer needs to be a member of the group that is attached to the queue.
By default, that's "users"

If CustomerGroupSupport is enabled, the customers will need to be members of groups for all appropriate queues (see also CustomerGroupsAlwaysGroups).
If CustomerGroupSupport is not enabled, the customers *should* be able to submit to any valid queue. But for sure "users"

According to your other post, you have used the customer panel queue assignment to give access to queues that don't exist: The queues of "New Tickets" and "Cancelled Tickets".