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.
Hi All, I'm sorry for troubling you with this message. I now found that I can already set it by having the webform set the X-OTRS-Priority header. Arnold -----Original Message----- From: dev-admin@otrs.org [mailto:dev-admin@otrs.org]On Behalf Of Arnold Ligtvoet Sent: Wednesday, February 12, 2003 6:57 PM To: dev@otrs.org Subject: [dev] Set priority 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. _______________________________________________ OpenTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
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Arnold Ligtvoet