Automatically assign a email Ticket in a Queue with a pending status

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wolkemann
Znuny newbie
Posts: 1
Joined: 03 Jan 2023, 10:13
Znuny Version: Znuny LTS 6.0.44
Real Name: Federico Sardo

Automatically assign a email Ticket in a Queue with a pending status

Post by wolkemann »

Hello! It is my first time with OTRS, but hopefully you can help me:

I wrote a script that sends an email to the OTRS so that a ticket would be created for our team.

I wanted to know if it was possible to automatically assign these emails to a Queue and also if it was possible to automatically set the status to pending (e.g. '3 days').

I wondered if it would be possible to do this directly by sending the email, e.g. by writing keywords in the content of the email so that OTRS recognises the type of email. Or perhaps there are other ways?

Thank you very much for your support.
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Automatically assign a email Ticket in a Queue with a pending status

Post by wurzel »

HI,

you can receive an mail and use postmaster filter do set queue / pending dates

or you use the X-OTRS headers.


A start for reading is here https://doc.znuny.org/manual/admin/emai ... %20headers


Flo
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