mo-azfar / OTRS-Ticket-Auto-Allocation

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

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.
   

2. IMPORTANT!!

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