Hi, Thank you for your answer. I didn’t even notice the “body” item in ‘search header field’ list… So I tried it out and it worked ! But it worked regardless if it is a new ticket or a new article in existing ticket. As I made tests on Postmaster Filter with another keyword, I tried it on Generic Agent and I saw that “#high” keyword is working where “[high]” keyword is not working. So, with your help, I resolved my case. I only use Generic Agent on CreateTicket with keyword “#high” in the subject or the body of the incoming email to set priority to the maximum value. Thanks, Egareg JAOUEN De : otrs [mailto:otrs-bounces@lists.otrs.org] De la part de Alvaro Cordero Envoyé : Mercʼher 15 Genver 2020 15:33 À : User questions and discussions about OTRS. Objet : Re: [otrs] Change priority by founding a keyword in text part of a new article ? 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 (mailto:egareg.jaouen@elitt.com>) escribió: 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 Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alvaro@gridshield.netmailto:alvaro@gridshield.net [Image supprimée par l'expéditeur.]