Have you looked into using the GenericAgent to accomplish your goals? I used it to filter any emails with specific words in them to a specific queue and automatically assign them to the agent that manages that queue. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jain, Saurabh Sent: Monday, July 28, 2014 12:02 PM To: otrs@otrs.org Subject: [otrs] Problem in creating event notification
Hi,
Currently our OTRS setup is generating tickets based on incoming emails. We want to add a notification to a particular email id e.g. group@abc.com in case email contains a particular text e.g. "device: abc".
To solve this, we configured a postmaster filter to read the email body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want to create a event notification for new tickets and use this X-OTRS-header in ticket filters but don't see any option like that. Is this the right approach? If yes, how to create a event notification on 'X-OTRS-CustomerNo'? Regards, Saurabh
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