Hello Karlos, You need to enable those in whatever screen you want to edit them, could be a note, or priority, etc. By default or by process I use to enable those in Priority as those tickets need to be initially prioritized by agents when they take them. But you can also define that to happen on any screen. Regards 2018-05-14 5:37 GMT-06:00 Karlos Jelez :

Thanks a lot Alvaro

Do you know how to edit/enter data dynamics fields on tickets were received trough an email to a queue? it means, tickets were not phone tickets neither email tickets.

Carlos

2018-05-10 11:32 GMT-05:00 Alvaro Cordero :

...

Hello Karlos, to do that you need to create a Postmaster Filter and using regular expressions you can find the certain content into the ticket body or subject and set the dynamic Field.

An example is in the attached image.

Another option is that the value of the DF does not depend on some part of the email, but on the sender, the queue or something else, then you can do a generic agent that looks for those tickets and assign the DF Values.

Best Regards

2018-05-10 9:33 GMT-06:00 Karlos Jelez :

...

Hi guys,

I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme when agent start the ticket. My question is how to add Dynamicfields to Tickets recived through mail?

Thanks a lot

Karlos

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-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net

Hello, Please check your regular expression, since you mention you hace all the values on you dropbox, the first candidate to fail is the regex. You can test it on regexpal https://www.regexpal.com/ Remember to also consider if your email is plain text or Rich Text, you regex will depend on that. Can you share the regex you are using and an example of the text where the value comes in? Regards 2018-08-01 17:08 GMT-06:00 Nick Bright :

I'm using this mechanism to set some dynamic fields in OTRS 3.3. I wanted to use statistics on the field and found I couldn't do this with a "Text" area. I re-built my dynamic field as a "Dropdown" type, and populated it with the value domain (which is emailed from a form using a dropdown - so it will be a 1:1 match).

When importing the email ticket, the postmaster filter is setting the data into the "Referral Reason" field, but it doesn't seem to be doing so as a 'dropdown' type, in that I can't search or report on the items which have been populated in this way (though they ARE populated).

If I manually create a ticket, and specify the data in the dropdown, it DOES work for searches and reports.

Do I need to do something different in the "Set Email Headers" box to somehow flag the data as being 'dropdown' data instead of 'text' data?

On 5/10/2018 11:32 AM, Alvaro Cordero wrote:

Hello Karlos, to do that you need to create a Postmaster Filter and using regular expressions you can find the certain content into the ticket body or subject and set the dynamic Field.

An example is in the attached image.

Another option is that the value of the DF does not depend on some part of the email, but on the sender, the queue or something else, then you can do a generic agent that looks for those tickets and assign the DF Values.

Best Regards

2018-05-10 9:33 GMT-06:00 Karlos Jelez :

...

Hi guys,

I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme when agent start the ticket. My question is how to add Dynamicfields to Tickets recived through mail?

Thanks a lot

Karlos

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