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