[otrs] Change priority by founding a keyword in text part of a new article ?

[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

[Alvaro Cordero]

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 

---------------------------------------------------------------------
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: alv...@gridshield.net

[JAOUEN Egareg]

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-b...@lists.otrs.org] De la part de Alvaro Cordero
Envoyé : Mercʼher 15 Genver 2020 15:33
À : User questions and discussions about OTRS. <ot...@lists.otrs.org>
Objet : Re: [otrs] Change priority by founding a keyword in text part of a new article ?

Email: alv...@gridshield.net