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 (
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* --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net