configuration filter
Moderator: crythias
configuration filter
Hey Comm,
I'm using OTRS Beta 3.0.0 and can not get some filter rules to work.
I created two sub queues of the Postmaster-Queue. When a customer with a special email adress create a ticket to the Postmaster, it should arrange this ticket into a Subqueue of the Postmaster Queue, for example:
Customer with test@example.com ! He will create a Ticket and send it to "postmaster". Now i have set the filter, that all tickets from this users (test@example.com) will go into Postmaster::TestQueue ! But that will not work!
Best Regards,
XOR
I'm using OTRS Beta 3.0.0 and can not get some filter rules to work.
I created two sub queues of the Postmaster-Queue. When a customer with a special email adress create a ticket to the Postmaster, it should arrange this ticket into a Subqueue of the Postmaster Queue, for example:
Customer with test@example.com ! He will create a Ticket and send it to "postmaster". Now i have set the filter, that all tickets from this users (test@example.com) will go into Postmaster::TestQueue ! But that will not work!
Best Regards,
XOR
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
As it is a beta version you should verify the same settings with a 2.4
If it is working in 2.4 please open a bug, if it is not working in 2.4. you have an error in your declaration
If it is working in 2.4 please open a bug, if it is not working in 2.4. you have an error in your declaration
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: configuration filter
Ok thanks. I will do this.
My declaration is:
Filter Condition: FROM test@example.com
Set Email Headers: X-OTRS-Queue Postmaster::TestQueue
My declaration is:
Filter Condition: FROM test@example.com
Set Email Headers: X-OTRS-Queue Postmaster::TestQueue
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
Tested in 2.4.7 ... doesn't work! I don't knwo what's wrong Can somebody help me?
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
Please post a screenshot of the filter declaration and also the headers of the email and also have a look in the OTRS Logfile
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: configuration filter
Ok, here the pictures.
logifle:
If i will send a ticket from kunde@company.com, i choose "Postmaster".
The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues.
1. I can not "disable" the Sub Queues for customer. They are always visible.
2. The main Problem is, that when i choose Postmaster, they ticket will not be switched into the sub Queue.
If the customer can choose what Queue he want, it will work but only when it's not a sub queue. Normal Queue + special Groups + some rights. But only via filters, i dont know.
Hopefully you understand me
Best Regards,
XOR
logifle:
Code: Select all
[Wed Aug 18 13:34:29 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010081810000021/fdhfdh] created (TicketID=3,Queue=Postmaster,Priority=3 normal,State=new)
The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues.
1. I can not "disable" the Sub Queues for customer. They are always visible.
2. The main Problem is, that when i choose Postmaster, they ticket will not be switched into the sub Queue.
If the customer can choose what Queue he want, it will work but only when it's not a sub queue. Normal Queue + special Groups + some rights. But only via filters, i dont know.
Hopefully you understand me
Best Regards,
XOR
Last edited by XOR on 18 Aug 2010, 15:30, edited 1 time in total.
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
The Postmaster Filter will only work for emails not for tickets created in the customer frontend!
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: configuration filter
Oh So this:
is not possible? The Customer must chooes to what Queue he want to write?The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues.
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
yes, have a look on Ticket -> Frontend::Customer::Ticket::ViewNew
Activate CustomerPanelOwnSelection and write down the Queues (Key) and the value the customer should see
Activate CustomerPanelOwnSelection and write down the Queues (Key) and the value the customer should see
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: configuration filter
Some other options:XOR wrote:Oh So this:
is not possible? The Customer must chooes to what Queue he want to write?The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues.
you can leave only one queue for customer, via http://wiki.otrs.org/index.php?title=Qu ... _Front_End , or edit the template file for customer to create tickets (CustomerTicketMessage.dtl): delete the dropdown and set a hidden field for the "Queue/To" field.
Evaluation/pilot: OTRS 2.4.7 on Linux (CentOS 5.4) with MySQL database connected to an Active Directory for Agents and Customers.
Re: configuration filter
Hm i can not find ... i have found that "CustomerNewTicketQueueSelectionGeneric.pm" Where i have to look?
Edit: found it in sysconfig sry !
Oh and when i write an email to the otrs system adress, the filter will work?
Edit: found it in sysconfig sry !
Oh and when i write an email to the otrs system adress, the filter will work?
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
yesXOR wrote:
Oh and when i write an email to the otrs system adress, the filter will work?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: configuration filter
Thanks, i will test it to only show one Queue but the problem is, that when we rly use otrs later, we have a lot of customer - companys. So they will write tickets to us. -> How can i filter these tickets into the right Queues ?fbobraga wrote:Some other options:XOR wrote:Oh So this:
is not possible? The Customer must chooes to what Queue he want to write?The only thing i want is that the customer shouldn't choose anything. All Tickets should go into otrs standard adress -> then they should automatically filtered into the Queues.
you can leave only one queue for customer, via http://wiki.otrs.org/index.php?title=Qu ... _Front_End , or edit the template file for customer to create tickets (CustomerTicketMessage.dtl): delete the dropdown and set a hidden field for the "Queue/To" field.
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5
Re: configuration filter
Thanks, tested it, works wonderfulfbobraga wrote: Some other options:
you can leave only one queue for customer, via http://wiki.otrs.org/index.php?title=Qu ... _Front_End
Produktiv: OTRS: 3.0.9
OS: WIN SRV 2003 SP2
MySQL 5
OS: WIN SRV 2003 SP2
MySQL 5