We have several support vendors that have their own helpdesk systems. When a report comes in from the field that is then assigned to a third party support vendor, I would like my agents to be able to setup a OTRS ticket rule that will automatically assign emails from the vendors helpdesk ticket to the correct OTRS helpdesk ticket. We have 9 different queues setup with each queue assigned to a specific IT system that will typically (but not always) have a specific vendor(s) associated with the system that would be added as a third party referral to take over support of a ticket request. I would like an agent to be able to setup an auto-rule in the ticket management that would allow the vendors helpdesk ticket number to be added and from email address to be added that would then auto assign future.
Is there an add-in or built in feature that would allow an agent to do this on a per ticket basis? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com<http://www.mamafus.com/>
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