configuration filter

XOR · Post by **XOR** » 18 Aug 2010, 09:45

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

Post by **jojo** » 18 Aug 2010, 10:54

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

XOR · Post by **XOR** » 18 Aug 2010, 11:06

Ok thanks. I will do this.

My declaration is:

Filter Condition: FROM test@example.com
Set Email Headers: X-OTRS-Queue Postmaster::TestQueue

XOR · Post by **XOR** » 18 Aug 2010, 12:11

Tested in 2.4.7 ... doesn't work! I don't knwo what's wrong

Can somebody help me?

Post by **jojo** » 18 Aug 2010, 12:13

Please post a screenshot of the filter declaration and also the headers of the email and also have a look in the OTRS Logfile

XOR · Post by **XOR** » 18 Aug 2010, 13:45

Ok, here the pictures.

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)

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

Post by **jojo** » 18 Aug 2010, 13:48

The Postmaster Filter will only work for emails not for tickets created in the customer frontend!

XOR · Post by **XOR** » 18 Aug 2010, 13:56

Oh

So this:

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.

is not possible? The Customer must chooes to what Queue he want to write?

Post by **jojo** » 18 Aug 2010, 14:00

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

fbobraga · Post by **fbobraga** » 18 Aug 2010, 14:06

XOR wrote:Oh So this:

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.
is not possible? The Customer must chooes to what Queue he want to write?

Some other options:
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.

XOR · Post by **XOR** » 18 Aug 2010, 14:13

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?

Post by **jojo** » 18 Aug 2010, 14:16

XOR wrote:
Oh and when i write an email to the otrs system adress, the filter will work?

yes

XOR · Post by **XOR** » 18 Aug 2010, 14:20

fbobraga wrote:
XOR wrote:Oh So this:

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.
is not possible? The Customer must chooes to what Queue he want to write?
Some other options:
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.

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 ?

XOR · Post by **XOR** » 18 Aug 2010, 14:52

fbobraga wrote: Some other options:
you can leave only one queue for customer, via http://wiki.otrs.org/index.php?title=Qu ... _Front_End

Thanks, tested it, works wonderful

Znuny and ((OTRS)) Community Edition

configuration filter

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