Stefano, If your Software problems, hardware problem etc. are supposed to be handled by different agents, it's best achieved by putting a ticket to a specific queue. I usually think of queues as collections of tickets that require certain expertise to be resolved. In your particular case it's better to create queues Hardware, Software etc. If you plan to create tickets from email, create separate email addresses for your queues as well. You assign agents (your staff) to queues then. In Preferences for the agent you select the agents' queues to watch (for automatic new ticket notification). Don't forget about setting the right permissions on queues for both agents and customers.
I see having owner set to [EMAIL PROTECTED] an advantage in your situation as this is an indication to your customer that nobody is looking at the ticket now. It adds transparency and credibility. As soon as the agent locks the ticket by replying with email or posting a note, the owner is updated and the customer will see the agent's name. However when the ticket is unlocked, the owner and responsible stay as they were. If you want to set the queue according to the ticket type, you need several GenericAgent jobs to move the ticket to a particular queue based on the ticket type. I may still miss your business idea. Please comment on my suggestion clarifying your business idea and purpose. I'll try to help more. Regards, Anton. 2008/11/5 Stefano Milziadi <[EMAIL PROTECTED]> > Hi! > > I want that new tickets are owned directly to a specified agent because in > this method a customer can see in his ticket list that his ticket is > immediately assigned to a specified agent and his ticket don't "pass" > through [EMAIL PROTECTED] > For example...i've created 5 kinds of "Type" like "Software problems", > "Hardware problems" etc... > when a customer open a ticket in "Software problems" i want that this type > of ticket is assigned to the agent Mark Twain and directly in his Locked > Tickets... > > If you want more information, let me know.. > > Thanks, > Stefano. > > 2008/11/5 Anton Gubar'kov <[EMAIL PROTECTED]> > > Hi, Stefano. >> Could you give us more information why you need your new tickets owned by >> other agent? It might well be that your purpose is achieved by other OTRS >> features easier. >> >> Regards, >> Anton Gubarkov. >> >> 2008/11/5 Stefano Milziadi <[EMAIL PROTECTED]> >> >>> Hi! >>> >>> When a customer open a new ticket, this is assigned to the agent: >>> [EMAIL PROTECTED] >>> I want that new tickets are assigned to other agent (for example: Mark >>> Twain), but i don't know if i have to modify the Generic Agent settings or i >>> have to modify other settings. >>> >>> I've 2 queue that, in theory, should be used by 2 agent. But, both are >>> assigned to [EMAIL PROTECTED] >>> >>> Thanks >>> >>> -- >>> Stefano Milziadi >>> [EMAIL PROTECTED] >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > > -- > Stefano Milziadi > [EMAIL PROTECTED] > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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