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OTRS - Auto assigning incoming ticket (from email) to the agent.

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OTRS-Ticket-Auto-Allocation

  • Built for Znuny LTS / Znuny Features

  • OTRS / Znuny - Auto assigning incoming ticket (from email) to the agent (onwer/responsible).

      - Agent (Online or Offline ) with the less ticket ownership/responsible will get the ticket allocate to him / her.  
      - Agent within Out Of Office time frame will not get ticket allocate to him /her.
      - Note: Ticket filtering has been removed from module file. Filtering should be make at Ganeric Agent itself.
    
  1. .OPM will auto create 1 Generic Agent (owner assignment) to execute this module on ticket create. If not, create it manually.

    EXAMPLE: TICKET OWNER AUTO ASSIGNMENT

    • Name: ZZZTicket AutoAllocation

    • Event Based Execution
      -- Ticket::TicketCreate

    • Select Tickets
      -- Ticket#: *
      -- State: new
      -- Agent/Owner: Admin OTRS
      -- Ticket unlock : unlock

    • Execute Custom Module
      -- Module
      --- Kernel::System::GenericAgent::TicketAutoAllocation
      -- Param 1 key => value
      --- Allocation => Owner
      -- Param 2 key => value
      --- Online => Yes

    Additional Generic Agent Module Attribute:

     Allocation => (Owner|Resposible) #allocate ticket to owner or responsible  
     Online => (Yes|No) #allocate ticket to online agent only or all agent.
    

generic-agent-custom-module

  1. IMPORTANT!!

    If you are updating the addon, update the Generic Agent to match the structure above!.

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