Have you looked into using the GenericAgent to accomplish your goals? I used it to filter any emails with specific words in them to a specific queue and automatically assign them to the agent that manages that queue.
-----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jain, Saurabh Sent: Monday, July 28, 2014 12:02 PM To: otrs@otrs.org Subject: [otrs] Problem in creating event notification > Hi, > > Currently our OTRS setup is generating tickets based on incoming > emails. We want to add a notification to a particular email id e.g. > gr...@abc.com in case email contains a particular text e.g. "device: > abc". > > To solve this, we configured a postmaster filter to read the email > body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want > to create a event notification for new tickets and use this > X-OTRS-header in ticket filters but don't see any option like that. > Is this the right approach? If yes, how to create a event notification > on 'X-OTRS-CustomerNo'? > Regards, > Saurabh > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
