Znuny Open Source Ticketsystem

Thank you for your reply

I have read the Admin 3.1 filtering incoming messages documentations, following the details instruction given.

Setup the Postmaster incoming message

Filter name : SLA

Stop after match : No

Filter Condition:

Header 1: Subject Value: SLA
Header 2: To Value: someone ...

Thank you for quick response.

I have read the blog OTRS on this topic header OTRS Tips & Tricks: Ticket Escalations Part Two – SLA Based Escalations

I had tried SlA + Service but this worked only for customer submit a new ticket via the customer web interface and select the SLA and service option ...

I'm using OTRS 3.1.19, and using the escalation features on the queue does not solve my problem of having dynamic escalation in individual tickets.

Users send email to the queue (queue has been defined with email accounts), as the OTRS queue pickup from mailbox it a new ticket and how do I assigned ...