Probably easier to give customer a dedicated email for responsible agent. You'd set up an aliased email to your otrs mail fetch box and dispatch by to.
Customer groups are permissions and since it is possible that a customer can be members of multiple groups, your suggested path is not optimal. On the customer side, I'd extend the customer table schema and the Config.pm Map to hold an attribute related to account manager. Then again, if a customer owns multiple of your products, what is your plan? On Feb 13, 2013 5:05 AM, "Finetti, Stefano" <sfine...@lynx-international.com> wrote: > Greetings to all, > > this is my first post in this group, I tried to find an answer to my > problem googling around but without any luck. > > I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script > for my company, basically this is what i need: > > My company has a number of queues based on various products, but every > customer is mapped to a group which refers to an Agent as responsible (Key > Account for customer). > > When a ticket is opened on OTRS by customer sending emails to the system, > i want to check who is the customer, look for its group and then > automatically assign the ticket to the account manager for the group as > responsible. > > I don't know if i made myself clear :/ > > I know i can map each and every customer to a Responsible using Generic > Agent, but here we are speaking of thousands of them... it would take ages > to create all filters... > Using the Customer Group function would be a nice help, but there is no > such possibility in Web Interface and i don't know the exact variable name > (and if it's usable) for the GenericAgent.pm script > > Thanks in advance for any help > Feel free to point me in another direction if i'm going on a bad road! :) > -- > *Lynx International Srl* > *Stefano Finetti* > *Senior System Consultant* > > *Axed Group* > Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina > Skype: *ssfinetti* > * > * > > This e-mail and any files transmitted contain documentation which is > highly confidential and intended solely for the use of the individual or > entity to whom they are addressed. All written data and other information > in the documentation is and shall remain the property of the disclosing > party. If you are not the intended recipient you are hereby formally > notified that any disclosure, dissemination, forwarding, storing, copying > or use of any of the information is strictly prohibited and will be legally > pursued. If you received this in error, please contact the sender and > destroy the documentation including deletion of the same from any computer. > Thank you. > --------------------------------------------------------------------- > 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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