Ticket Queue Selection

This feature makes it possible to automatically move a ticket to preferred queues on the basis of ticket and customer data when it is created. Some similar selection can be also done by using several email addresses or moving tickets manually.

Administrators can define in the system configuration on which data the queue selection should be executed. For example, it would be possible to define certain customer names, which causes their tickets to move into a special queue where the appropriate customer consultant can work on it immediately.

It would also be possible to define keywords, like problem or computer, for the ticket title so that those tickets are automatically routed to the first-level-support queue.

The feature can be configured with the setting OTRSTicketQueueSelection::Configuration. Key is the queue name and value is a semicolon-separated list of ticket and/or customer user settings and their expected value as regular expression.

This example shows how to configure a set of rules to move a ticket from any selected queue to a defined destination queue based on a ticket attribute, on ticket creation time.

To configure rules for newly created tickets with title Test to be moved to queue Junk:

  1. Go to the System Configuration screen.

  2. Search for the setting OTRSTicketQueueSelection::Configuration and open it for editing.

  3. Enter Junk for key and Ticket::Title='^Test$' for content.

  4. Create a ticket with title Test and check that the ticket is moved according to your configuration.

As seen in this example there is only one rule to that the ticket must match to be moved to the queue Junk. If more rules are needed, they can be added to the same content field with a ; character as a separator, like:


Each rule is taken by the system as an AND condition, so for these new rules the ticket will need to match the title condition and the customer user condition in order to be moved to the Junk queue.

The rules can be based on ticket attributes Ticket::<Attribute> or on customer user attributes CustomerUser::<Attribute>.

Scroll to Top