Hi,

I’m trying to setup the PostMaster Filter so that an agent can acknowledge a ticket via email due to the strict SLA being setup (15 Minutes - First Response Time). I followed the instructions given from the following thread (http://www.mail-archive.com/otrs@otrs.org/msg26141.html) but have no luck.

What I’m trying to achieve is that whenever a new ticket comes into the queue, agent will be notified via email. Agent with mobile devices, that can’t get into the OTRS web interface can simply reply to that email and the ticket gets lock to his account and status changed from New to Open.

Below are my configurations:

Filtername: Acknowledge by Agent Email

Stop after match: No

Match:

Subject: New ticket notification!                               #Agent received notification of a new ticket via email. They then reply the email to acknowledge the ticket.

X-OTRS-FollowUp-ArticleType: email internal

X-OTRS-FollowUp-SenderType: agent

Set:

X-OTRS-FollowUp-State: open

X-OTRS-FollowUp-Lock: lock

What happen is that the replied email from agent was treated as a customer (email-external).

Any help is much appreciated.

Thank you.

Best regards,

aZrEn