[otrs] How to use regex in postamster filter

[Úr Balázs]

Hi,

We are trying to use regex in postmaster filter, but is doesn't work.
I don't know if is it a bug, or we use it wrongly.
We need to automaticaly close a ticket, which body contains a line
with word "Closeable". Only this word is allow in the line.

Sample email:

To: te...@example.com
From: m...@example.com
Subject: This is a test for auto close

Closeable
Accounted time: 30 min

This ticket can be closed.

Regex what we are trying to use in postmaster filter:

Filter condition:
Check email header: Body
Look for value: ^Closeable$

Set Email Headers:
Set email header: X-OTRS-State
Set value: closed successful

We tried ^Closeable.*$ but it also doesn't work.
^Closeable works, but this also matches the line "Closeable or not
closeable, that is the question...", but this is not allowed by our
policy.

Can anybody help?

Regards,
Balázs
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[Gerald Young]

I believe you're looking for X-OTRS-FollowUp-State

Without -FollowUp, the action applies if the ticket is newly created. Otherwise, the state changes on FollowUp.

Also perhaps leading and/or trailing characters in the body like #Closeable# might be useful. This would nearly guarantee to be found and unambiguous as a keyword.

[Úr Balázs]

2017-03-19 0:12 GMT+01:00 Gerald Young <cryt...@gmail.com>:
> I believe you're looking for X-OTRS-FollowUp-State

Yes, sorry. It was a typo. Of course, we use X-OTRS-FollowUp-State. My
question is about regex.
Using leading and/or trailing character is technically possible, but
practically not because of the users. They are not programmer, and
don't understand why have to use leading and/or trailing character.
And if they forget to type these characters, the regex will also not
work.

[Renee B]

Try

(?m:^Closeable$)

- Renée

--
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de

[Úr Balázs]

2017-03-19 8:21 GMT+01:00 Renee B <otrs...@perl-services.de>:
> Try: (?m:^Closeable$)

Thank you, it works!

Explanation for myself (and for the list archive):
?m sets multiline matches (see:
http://www.regextester.com/pregsyntax.html#AEN123893)
Explanation of multiline modifier:
http://php.net/manual/en/reference.pcre.pattern.modifiers.php