Routing Tickets 'To:' a Queue rather than individual

[shaned123]

When creating a new email or phone ticket I would like to route the ticket to a queue rather than an individual. Is there a configuration setting that points the look up in the To: field rather than looking up individual agents or users?

Thanks in advance!

[crythias]

the default action is to a queue.

[shaned123]

Thanks for the quick response. So I guess I have something configured incorrectly. Does anyone know how to reset the field to look up the Queue rather than an individual's email? The only place I could find in the sys config to adjust this setting is Ticket::Frontend::NewQueueSelectionString and I have validated that my system is set to the default <Queue>.

Is this the correct place to adjust the setting?

[crythias]

kindly describe your process. If you have changed the config to drop down system address instead of queue, that could be the difference.

[shaned123]

Upon further review, this is simply user error.

I was selecting an Email ticket and the system routes email tickets to individual users.

When I select a Phone ticket, I can route the ticket to a queue.

Thanks again for your help.

[crythias]

Edit Deleted because I stated the relationship incorrectly. Mothra's correct.

[Mothra]

Both Email and Phone Ticket do the same thing: FROM a customer TO a Queue. Email also notifies the customer.

I know we've had this 'discussion' before, there is a clear distinction which is hinted at in the tooltip that pops up if you hover over these menu items.

New Phone Ticket (inbound), FROM can be any email address in the world, TO has to be a valid OTRS queue; the initial article in the ticket is of type: "customer-phone"
New Email Ticket (outbound), FROM has to be a valid OTRS queue, TO can be any email address in the world; the initial article in the ticket is of type: "agent-email-external"


EDIT: I do agree that the outcome is the same - you end up with a ticket in a queue with a Customer ID associated with it.

[jojo]

Both Email and Phone Ticket do the same thing: FROM a customer TO a Queue. Email also notifies the customer.

We have two actions which can be done by an agent for creation of a new ticket:
- Phone Ticket: Inbound Ticket from the Customer (who calls) to the Queue
- E-Mail Ticket: Outbound Ticket from a Queue to a Customer

The Customer has 3 possibilities for opening a ticket:
- he can call an agent (or walk in to a helpdesk)
- he can just send a E-Mail to a mailbox which will be fetched by OTRS
- he opens the ticket via customer interface

The last two will just appear in a Queue, so no action from an agent is needed to create these tickets.

[crythias]

I admit I was wrong about From/To being the same, though the effective difference between Phone Ticket and Email Ticket is whether or not the Customer gets email notification that the ticket is created.

Can we agree on that?

Frankly, it's rather silly to have two forms. It should just be Queue/Customer and [x]send email.

Edit: and apparently there's an Article type whether this is an inbound/outbound ticket, so maybe that can be tied to send email.

[jojo]

On Phone tickets a aut reply can be sent to the customer