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
Setting priority of tickets for specified user automatically
Moderator: crythias
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- Znuny superhero
- Posts: 631
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: Setting priority of tickets for specified user automatic
Try to see Postmaster filters if you recieve tickets from e-mail. Another way - ACL feature (probably) (see manual, chapter 18)
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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- Znuny newbie
- Posts: 67
- Joined: 02 Apr 2012, 12:18
- Znuny Version: 3.1.14
- Real Name: Massimo Bianchi
- Company: NPO Sistemi S.p.A.
- Contact:
Re: Setting priority of tickets for specified user automatic
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
Do a filter on the user, and set the priority to whatever you need.
Run the agent every X minutes.
Massimo
Massimo Bianchi
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
Re: Setting priority of tickets for specified user automatic
Thank you so much for your solutions!
Florian
Florian