Try the PostMaster Filter ‘X-OTRS-FollowUp-Priority’. It reacts on any kind of FollowUps, but maybe it’s exactly what you need?

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Michael Bonnice
Gesendet: Dienstag, 16. Dezember 2008 23:05
An: otrs@otrs.org
Betreff: [otrs] Followup priority change

Hi All,

Hoping someone can help me. I am wanting ticket priorities to change when a customer replies to an auto reply message send from OTRS. That is, when a customer first receives an auto reply after raising a new ticket and then replies to that ticket I want to the priority to change to a higher level. I have worked how to set ticket priorities when they are first raised but do not how to get them to automatically change after a followup.

I have looked at the PostMaster filters and GenericAgent functions but they do not seem to offer a solution. Anyone have any ideas?

Regards,

Michael