Hi,

I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web.

I have tried creating the following filter:

Filtername: 01_agentresponse'

Hit:
Header 1: From Contents: (.*)@clearpace.com
Header 2: X-OTRS-State Contents: new

Set:
Header 1: X-OTRS-State Contents: open

The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the ticket state on the system so that the system does not log a missed SLA if the response is emailed in.

The rule is not being applied - I check the logs, other rules are appearing but not this one.

If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change.

[Fri Jul 24 12:48:03 2009][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>)

I have tried adding the values in quotes,
I have tried using the numeric values for the states from the database instead of state names.

I have tried specifying the rule in the Kernel/Config.pm

Without any success.

Any help would be greatly appreciated.

Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com

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