Email filtering

[spiderpig]

hi,

i'm using email filtering to filter out from and to specified emails to queues, is it possible to assign ticket also to some agent?

do you know if that is possible?

[jojo]

yes it is possible but not suggested (what should happen if the agent is Out of office)?

[spiderpig]

its managed by project manager that know if the agent is on duty or not. i cant find nothing about the agent in "Set Email Headers" in postmaster filtering, do you know where i can config it?

thanx

[crythias]

viewtopic.php?f=53&t=16009#p82253

[jojo]

even it it still does not make any sense to directly assign an agent it seems that you are not using the actual stable version

[spiderpig]

i'm using stable version 3.0.1.
not all tickets are handle this way, this is only the tickets the project manager get in to his inbox and forward ahead to OTRS.
maybe he is traveling and just got his phone and email, and he wants to forward email to specified agent, then he sents to the otrs email with filtered subject like initials and it got assigned.

it makes sense to use

[jojo]

why are the mails going directly to the projectmanager and not to OTRS? If the go to otrs it would be much easier to handle absence of a person.

Your OTRS version is to old. You have to update to the latest stable (3.3.9)

[spiderpig]

we are going to update soon.

the mail are going to OTRS mail, but some people send mail directly to the project manager.

[spiderpig]

i understand that is not the best practices, but i would like to have this feature.
is it possible to do this?

[crythias]

so, it'd work like this:

In the body of a message, the PM says:

#customer: johndoe@example.tld


Create a postmaster filter:
Match Header: Body
Value: #customer: (.+)

Set Header: X-OTRS-CustomerUser
Value: [***]

[spiderpig]

thank you for the answer crythias,


but this will only set the customer not the agent, right?

[crythias]

yes. Sorry. do the same

#agent: ....

X-OTRS-Owner

[spiderpig]

ok, i changed OTRS-TicketValue16 to X-OTRS-Owner in postmaster filter management.
it doesent work, do i have to change some code in the backend?

[crythias]

ok, i changed OTRS-TicketValue16 to X-OTRS-Owner in postmaster filter management.
it doesent work, do i have to change some code in the backend?

I can't fix "doesn't work". This is a very simple thing to do. Since the above quote is all you've told me, I imagine you thought this was harder than actually adding a PostMaster Filter so you made a change in SysConfig. I don't really know why you did that. I also don't know what "doesn't work" means in the context of something to fix. I can only assume it's doing exactly what you told it to do, so it's working, just not how you want it to work.

[spiderpig]

Sorry for the lack of information, i forgot to mention that i did go to the SysConfig-> Core::Postmaster and changed one of the "postmasterX-Header"
i changed X-OtrsTicketValue16 to X-OTRS-Owner. After that i can choose X-OTRS-Owner in the postmaster filter management ->set email headers.
(because in OTRS 3.0.1 there are no X-OTRS-Owner option in set email headers)

i was just wondering if that was enough.

[crythias]

OTRS 3.0.1 there are no X-OTRS-Owner option in set email headers

But you can add it to the list in PostmasterX-Header. Just click the (+) and type it in.

[jojo]

You have to Upgrade to the latest Version as this Feature is not available in your version

[spiderpig]

ok, thank you guys for the help.

[Monitor02]

I follow you instruction:

so, it'd work like this:
In the body of a message, the PM says:
#customer: johndoe@example.tld
Create a postmaster filter:
Match Header: Body
Value: #customer: (.+)
Set Header: X-OTRS-CustomerUser
Value: [***]

It works, but I have the problem that the CustomerNo don't change to th new one.
Is it possible to set the right CustomerNo for the new CustomerUser?

Thank you and regards

Thomas

[crythias]

Not really possible. You might be able to guess from the domain name, but you can change it in ticket zoom, click customer.