Create a workflow based on an incoming ticket

[myriade]

Hi

We have a monitoringsystem that sends out emails.
And we would like to create a workflow that looks like this:
- if a mail from monitoring comes in more than 3 times, please set priority to high
- present the operator with the steps he need to do and get info out of the ticket such as machine name, ip, ... and display it in the procedure
- go to the next step where he needs to verify that all and can close the ticket.

Is something like this possible?
If so, how can we implement it?

Thanks

[artjoms15]

Hello, Myriade!

1)

if a mail from monitoring comes in more than 3 times, please set priority to high

- A custom module ( development needed ) for Generic Agent is needed, which will work with aggregated follow-ups ( triggered by follow-up event )

2)

present the operator with the steps he need to do and get info out of the ticket such as machine name, ip, ... and display it in the procedure

- Depends on whether you use Process Management Workflow module.
If not - it can be achieved simply by linking needed FAQ Artice to a ticket and retrieving all the needed data in an article generated by System.
If You use Process Management - you will have to draw all the needed procedures in GUI and then to define how to link the procedure to the ticket (May be based on the selected Service)

3) It is possible if you will use Process management module

Documentation: https://otrs.github.io/doc/manual/admin ... ement.html