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 El mié., 15 ene. 2020 a las 2:46, JAOUEN Egareg (<egareg.jao...@elitt.com>) escribió: > 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* > --------------------------------------------------------------------- > 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 RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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