OTRSTicketAllocation::AgentGroupPermission
Defines the required group permission for agents in the queue group to get tickets allocated. If the agent has not the needed group permissions no tickets will be allocated to him.
This setting can not be deactivated.
Default value:
rw
OTRSTicketAllocation::AgentListSource
Defines the source of the agents which are used to allocate the tickets.
Default value:
QueueGroup
OTRSTicketAllocation::AllocationLock
Defines the lock state a ticket should get set if it gets allocated. This configuration can be used to set ticket lock.
Default value:
lock
OTRSTicketAllocation::AllowAgentEditOwnCompetences
Defines if an agent is allowed to edit own competences.
This setting can not be deactivated.
Default value:
0
OTRSTicketAllocation::BlockGroups
Defines a list of groups that agents being a member of one of these groups will not get tickets assigned. It can be used to exclude certain queue group members by being member of an exclude group.
Default value:
---
- admin
OTRSTicketAllocation::CompetenceAllocationStrategy
Defines the strategy to allocate tickets based on agent competences (Requires OTRSTicketAllocation::UseAgentCompetences).
Default value:
Any
OTRSTicketAllocation::KeepTicketIfLimitIsExceeded
Defines if an allocated ticket should kept allocated to an agent even if the “MaxTicketsPerAgent” limit is reached. This might happen e.g. if an agent manually gives the ownership to another agent. If it is set to “No” tickets will be given to another free agent or get their allocation removed.
This setting can not be deactivated.
Default value:
yes
OTRSTicketAllocation::MaxTicketsPerAgent
Defines a limit for the maximum number of tickets per agent. If the number of tickets is reached the agent will not get any further tickets allocated till his number drops.
Default value:
5
OTRSTicketAllocation::MoveUnallocatedTo
Defines a queue where tickets will be automatically moved to, in the case that a ticket cannot get allocated (e.g. all agents are offline or have the ticket limit reached).
This setting is not active by default.
Default value:
Junk
OTRSTicketAllocation::NoAllocationLock
Defines the lock state a ticket should get set if it cannot get allocated. This configuration can be used to remove the ticket lock.
Default value:
unlock
OTRSTicketAllocation::OnlineAgentsOnly
Defines if the selection of possible owners should be limited by the agents online state. If “Yes” is selected tickets will be allocated to online agents only, if “No” is selected there will be no limitation.
Default value:
yes
OTRSTicketAllocation::RelevantStateTypes
Defines a list of ticket state types that allocation relevant tickets have to be in. It is used to get the count of tickets agents are currently working on.
This setting can not be deactivated.
Default value:
---
- new
- open
OTRSTicketAllocation::SetOwnerAsResponsible
Defines if the new owner of the allocated ticket should be also set as responsible.
Default value:
no
OTRSTicketAllocation::UseAgentCompetences
Defines if the the agent competences feature should be used or not. If it is set to “Yes” all active agent competences back ends will get checked and the agent with the highest competence will be set as the new ticket owner.
Default value:
yes
TicketAllocation::MaxTicketsPerQueue
Defines the maximum number of tickets coming from a certain queue in a row. After the number is reached the queue will be handled, even if the priority would define another order. The counter will be reset to 0 after another allocation took place.
Default value:
5
TicketAllocation::QueuePriorities
Defines the priorities of the queues. The key has to be the queue name, the value defines the priority. The priority has to be a number and starts from 0, which represents the highest priority.
This setting is not active by default.
Default value:
--- {}
TicketAllocation::ServiceTimeDecisionBase
Defines the decision base for the system configuration “TicketAllocation::ServiceTimeTopPriority”. The decision can be made between the “Ticket state unchanged”, “Ticket in open state”, “Ticket created” timestamp. Please take a look at the documentation for further information.
This setting can not be deactivated.
Default value:
StateUnchanged
TicketAllocation::ServiceTimeTopPriority
Defines the service times that have to be considered when ordering the tickets. The key defines a service time (e.g. 1440) or a combination of queue name and service time separated by an underscore (e.g. Junk_1440). The service time is given in minutes. The value represents the critical time before the service time ends. The decision what ticket timestamp should get tested against the service time can be made in the system configuration “TicketAllocation::ServiceTimeDecisionBase”. If the ticket decision base timestamp is in the configured service and critical time, the ticket will get the highest priority. Service times with not matching queue name configurations will not be considered.
This setting is not active by default.
Default value:
--- {}
