Setting priority of tickets for specified user automatically

[_-Flo-_]

Hello,
I am looking for a possibility to set the priority of incoming tickets from some specified customers/email-adresses automatically to a certain level.
What's necessary for the implementation of such a solution. Does OTRS offer an Add-In which allows that?

Thank you for help!


Florian

[yuri0001]

Try to see Postmaster filters if you recieve tickets from e-mail. Another way - ACL feature (probably) (see manual, chapter 18)

[massimobianchi]

I will suggest you tu use a generic agent, a feature available by default.

Do a filter on the user, and set the priority to whatever you need.
Run the agent every X minutes.

Massimo

[_-Flo-_]

Thank you so much for your solutions!


Florian