Re: Ticket Queue for Web Ticket

Olivier Macchioni <[email protected]> Tue, 26 Jul 2016 22:46:35 +0200

Newsgroups	gmane.comp.otrs.user
Message-ID	<[email protected]>

Hello Dominic,

One option is to send a specific regexp for the Subject of the e-mail and then use "PostMaster Filters" to route the ticket appropriately.

We typically use something like “Web message from Customer ID (\d+)” - in our case we can even tell the customer ID so this allows to set the X-OTRS-CustomerNo correctly.

Olivier




> On 26 Jul 2016, at 22:41, <[email protected]> <[email protected]> wrote:
> 
> All;
> 
> Is there a way to predefine or force the queue for new tickets submitted from the website.
> 
> I have defined that all email tickets come in to the "Level 1" queue, but tickets submitted through the web interface come in with all different queues, and might not be seen by the appropriate technicians.
> 
> Thank you,
> 
> Dominic L. Hilsbos
> Director - Information Technology
> Perform Air International Inc.
> 
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

signature.asc (application/pgp-signature, 842 B)