Routing Tickets Based on LDAP fields

[rameshckp]

Hi,

We are planning to route incoming email and web tickets based on the Customer Users LDAP "physicalDeliveryOfficeName" attribute.
The intent is to route the ticket to a specific agent based on office location.

Any suggestions?

Help will be much appreciated.

Thanks
- Ramesh

[reneeb]

Is that attribute already added in the Mapping for customer attributes in Kernel/Config.pm? Then you could create an event module that listens to the TicketCreate event that routes the ticket. You can find a sample event module at https://gist.github.com/reneeb/9385477

[rameshckp]

1. Create new Dynamic Fields
Add a new field for Ticket object. you can set type as text or dropdown as your need. (If dropdown is used, you have to ensure that the option list are exactly the same as the values in the LDAP attribute).

2. Configuration in SysConfig
Go to SysConfig > Ticket > Core::Ticket
Update the field DynamicFieldFromCustomerUser::Mapping
This can store LDAP attribute to dynamic field.

3. Set the jobs in Generic Agent.
Event based execution (single ticket): “TicketCreate” event
Ticket Filter: some values in the new dynamic field
Ticket Action: select agents in Set new agent/new owner or Set new agent/new responsible