12 Feb
2003
12 Feb
'03
5:56 p.m.
Hello, we are starting to use OTRS in our company. The method we are using to get new tickets is to collect them via a web based form. In this webform users are able to specify a priority. This priority is set in the email headers as : "X-SupportLevel: 5". Is is possible, or rather how can I, to set the priority in OTRS on the bases of this header. I have been playing with the idea to make 5 support queues that reflect the level for support and route calls into that with procmail, but for the longer term I would like to auto create the new ticket with the correct priority set. Can you point me to the file that creates the new ticket upon receiving a new email? TIA. Arnold Ligtvoet.