Re: [otrs] Advanced filter on incoming tickets

4 Feb 2020

      Yes, and the priority will be different.

El 4/2/20 a las 14:45, Gerald Young escribió:
...
Are the agents that handle the tickets going to vary based upon these 
criteria? If not, maybe you might be overloading the intent of Queues.
On Tue, Feb 4, 2020 at 8:26 AM Manuel Martínez Valls 
mailto:mmartinez@roig.com> wrote:
Hello,
I would like to do somekind of filter depending on the subject,
    client id and articleBody when receiving emails on a specific queue.
I want to check the existence of many phrases (maybe 20 or more)
    on the Body of the incoming Article, and depending on the match,
    sometimes, I want to get a "field" following that text to compare
    with a threshold for that field.
The result will be a transition to a queue or another one.
For similar but more simple things I'm using a PostMaster Filter,
    but after reading a bit, I think it would be better to use Process
    Management  to do it.
What would you recommend?
Regards,
  Manuel Martínez
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