Starting a process from tickets created from incoming Emails

[aph]

Hi all,

I have been testing process tickets and find it a great thing. At the moment I have defined a process and can open process tickets from agent interface. However, I would like to know how I could start a process from tickets that are created from incoming Emails. Consider the following example:

A customer sends an email asking for a new user account. How can I start a process of account creation starting from this point without having to create a new (process) ticket?

[jojo]

yes, via postmaster filter. just set process id and activity id

[aph]

It would be useful to use postmaster filter if I knew what is in the email based on subject or body. However, what I have in mind is a possibility to start a process after qualifying the ticket (i.e. reading the content, move it to the relevant queue etc.).

I don't quite follow how the ticket generated from incoming mail is 'converted' to process ticket based on the postmaster filter?

[aph]

Ah, I think I get you now! I added the two fields to the free fields mask. Once I set the appropriate process and activity IDs, the 'normal' ticket is converted to process ticket.

Thank you!