Hi,
Thank you for your answer.
I didn’t even notice the “body” item in ‘search header field’ list… So I tried it out and it worked !
But it worked regardless if it is a new ticket or a new article in existing ticket.
As I made tests on Postmaster Filter with another keyword, I tried it on Generic Agent and I saw that “#high” keyword
is working where “[high]” keyword is not working.
So, with your help, I resolved my case.
I only use Generic Agent on CreateTicket with keyword “#high” in the subject or the body of the incoming email to set
priority to the maximum value.
Thanks,
Egareg JAOUEN
De : otrs [mailto:otrs-bounces@lists.otrs.org]
De la part de Alvaro Cordero
Envoyé : Mercʼher 15 Genver 2020 15:33
À : User questions and discussions about OTRS. <otrs@lists.otrs.org>
Objet : Re: [otrs] Change priority by founding a keyword in text part of a new article ?
I think that works well with the postmaster Filters, there is an example in the Admin Manual,
You can use a regular expression in the Filter to find the value you are looking for and then you can either use what you found to be set into a field (dynamicField), etc or having found the value, set attributes into tickets such as SLA,
Service, Priority etc.
Regards
El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg (<egareg.jaouen@elitt.com>) escribió:
Hi all,
My agents would like to know if it is possible to use a keyword in the text of an email to create a new ticket with high priority.
For the moment, all the new tickets have the default priority set on creation. But some customers want to have a way to notify a kind of priority/gravity. Is it possible to use a template email or a keyword and configure the OTRS behavior to set the priority to a high level where the keyword is found in the email body ?
I tried with the Generic Agent and set the parameters as follow :
- Event Base Execution (single ticket) : Ticket – TicketCreate
- Select Tickets : Text = #high#
- Update/Add Ticket Attributes : Set new priority = 5 very high
I sent some emails to test that and I can see in the log that the generic agent is well launched after each email reception, but the priority is not set to 5 – very high, despite the search of the #high# keyword brings me all the new tickets I sent for test. The priority remains on the default value.
Can anyone help me ?
Egareg JAOUEN
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