OTRS Ticket Auto Allocation
Freeby Mohd Azfarindividual
Automatically assigns incoming tickets to agents based on group membership and queue.
This module provides an event-based mechanism for OTRS and Znuny to automatically assign new tickets (e.g., from email) to available agents. It triggers on the 'TicketCreate' event and identifies potential owners by checking membership in specific groups. This automation ensures that tickets are immediately owned by a responsible agent, reducing response times and manual dispatching effort. Configuration is handled via SysConfig, where relevant groups and queues are defined.
Features
Automatic Assignment
Automatically assigns a ticket owner as soon as a ticket is created (e.g., via email).
Group-based Filtering
Only considers agents who are members of specific configured groups for assignment.
Queue-specific Activation
The automation can be restricted to specific queues.
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