Hi,
I am trying to use the generic agent to do some actions on all of the tickets that have a specific keyword in the subject. It works but sometimes it doesn't but I don't know why.
Let us assume that "cat" appears somewhere in the subject: for example "the cat is on the table".
According to what happens on Linux, if I insert *cat* in the subject field on the generic agent page, OTRS would find any ticket whose subject includes the word cat, as * indicates 0 or any number of characters. So "cat" could be anywhere in the text. This usually works but not always. I am not sure how to select tickets based on keywords. There is no documentation online on how to use it.
generic agent filter
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reneeb
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Re: generic agent filter
You should check the tickets that are found and those that are not found but you expected them to be found. What's the difference?
Do you find the tickets when you run the SQL query
SELECT * FROM ticket WHERE title LIKE '%cat%'
?
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Re: generic agent filter
I noticed that for words longer than 31 characters, it doesn't work. If I have something like this in the subject:
aaaaaaaaaaaaaaakeywordaaaaaaaaaaaaaaaaa
and i search for the word "keyword" within that long word, it doesn't work.
aaaaaaaaaaaaaaakeywordaaaaaaaaaaaaaaaaa
and i search for the word "keyword" within that long word, it doesn't work.