Problem with Queue and process management

[anaperez3]

Hi,

I'm trying to do a process with the process management option from OTRS.

I followed tutorials and the example from the manual. Nonetheless, for some reason the tickets are going to the default queue instead of the one I'm assigning.

While doing the process I wrote in the configuration parameters the following:
Key: Queue Value: the name of the queue

I don't know if it is something to do with configurations...

Thanks for your help!

Ana

[RStraub]

Hey there a9/FFhkoWJ6erdkuUmJCNT4YEyRgLJ7E6fQubfbZ08o= (and yes, I'm intrigured, but this is not Base64),

could you screenshot your config? Entering Queue:QueueName sounds right to me. But there are other things that could happen:
- Processes are not deplyoed
- GenericAgent interfering (you might want to check the history of the ticket)
- No permissions for the queue (you might want to check the logs)

[anaperez3]

Hi!

Thanks for your reply.

I'm not much of an IT person so I don't know much about this system

I deployed the process so that is not the case.

In case of your other two options, what should I look for?

I've attached some images of my queues, process and the ticket

[RStraub]

Oh okay, you are using the Queue set in a transition action. This might be different.
Does the transition actually "fire" ? Meaning, is the ticket in the Activity behind the transition?

You could also set the "Queue" as a field in the first activity dialog and mark it "not visible" and give it a default value. This way it should move to the correct queue right from the start, without the need of a transition-action.

[anaperez3]

YOU ARE THE BEST!!

I've been having problems with this for a month a think and you have helped me resolve it in 10 minutes!!

Thank you so much!!!

[RStraub]

Haha, thank you very much You are welcome!