postmaster pre-filter: search in tickets
I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? Thank you
Use ID=1 as the searcher.
On Thu, Oct 25, 2012 at 9:47 AM, Peter Tester
I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent?
Thank you
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Hi Peter,
On Thu, Oct 25, 2012 at 3:47 PM, Peter Tester
I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent?
This is nice. I think you know we have a Feature Add-On available that does exactly the same? http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons... If you want to use the TicketSearch function for system stuff, such as Postmaster filters, use UserID 1, which is hard-coded in the system to see all tickets. You'd see this in use throughout the complete code base. -- Mike
participants (3)
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Gerald Young -
Michiel Beijen -
Peter Tester