[otrs] Advanced filter on incoming tickets

[Manuel Martínez Valls]

Hello,

I would like to do somekind of filter depending on the subject, client id and articleBody when receiving emails on a specific queue.

I want to check the existence of many phrases (maybe 20 or more) on the Body of the incoming Article, and depending on the match, sometimes, I want to get a "field" following that text to compare with a threshold for that field.

The result will be a transition to a queue or another one.

For similar but more simple things I'm using a PostMaster Filter, but after reading a bit, I think it would be better to use Process Management  to do it.

What would you recommend?

Regards,

  Manuel Martínez

--

Cuidemos del medio ambiente. Por favor no imprima este e-mail si no es necesario. Please consider the environment before printing.

[Gerald Young]

Are the agents that handle the tickets going to vary based upon these criteria? If not, maybe you might be overloading the intent of Queues.

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[Manuel Martínez Valls]

Yes, and the priority will be different.

El 4/2/20 a las 14:45, Gerald Young escribió:

[Gerald Young]

Process management might be useful but it's not automatic and postmaster filters are not filtered on greater than/less than values.

You may need to build a postmaster filter or generic agent. Note also that as soon as you introduce logic or math you also have to error check and validate input that is not controlled.

The difference between does it match and is it bigger is a significant programming difference.