Hello,
I want to configure Postmaster Filter so it moves tickets to a certain queue when there is a FollowUp on closed tickets. We don't expect customer FollowUps on certain queues so those tickets should be moved because we don't want these messages to get lost.
I set search header field to:
X-OTRS-Queue -> Queue1
X-OTRS-State -> closed successful
and set e-mail header to:
X-OTRS-FollowUp-Queue -> Queue2
OTRS won't move the ticket though. Any ideas?
Postmaster FollowUp issue
Moderator: crythias
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Re: Postmaster FollowUp issue
Hi,
Using X-OTRS-* in the search part does not match the current ticket data, it really checks if there is a header named like this with the configured value.
- Roy
Using X-OTRS-* in the search part does not match the current ticket data, it really checks if there is a header named like this with the configured value.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Postmaster FollowUp issue
Okay, thanks for the reply. Makes sense
So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.
So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.
Re: Postmaster FollowUp issue
Hi,
use the FollowUp option on the queue "new ticket" then OTRS creates a new ticket if ticket is closed.
Flo
use the FollowUp option on the queue "new ticket" then OTRS creates a new ticket if ticket is closed.
Flo
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OTRS 8 auf Debian 11 (Test)
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.