[SOLVED]Generic Agent for searching keywords

[kool_kid]

Hi,

I have like 100 keywords to put in the subject line and search the ticket using generic agent, if keyword is found then the ticket moves to another queue. My question is can I create one generic agent and put all these keywords in subject line and text line? Are these keywords case sensitive?


Regards
Kk

[crythias]

Just be aware that you could have tickets bouncing between different queues because they might have keywords that match this queue's search and that queue's search. As for your query, why are you using Generic Agent vs Postmaster filter? Are your tickets being all submitted through webform?

[kool_kid]

I just tested postmaster filter. Yes this does the job for me but partially.

I created a filter which should look for words "cash management" and move to Queue "Queue -1". It works, but only for text "cash management". If the subject has "cash auditing" it doesn't work. I wanted to check for individual words i.e "cash" as well as "management". Now I have 100 keywords, if this filters behaves like this then do I have to make 100 filters??

[crythias]

You can use | if you want.
If you have 100 different ways that something won't hit your default queue, perhaps you'll want to consider other ways to determine why that's necessary. If you're trying to do some anti-spam ... something, perhaps you might try a spam filter at the email account.

[kool_kid]

That's awesome, works like anything.

My issue is that we have one email account in which 2 types of support tickets comes in, so we are trying to filter out on types using keywords. I know 70%-80% of emails should be filtered properly, we are okay if 20%-30% are not filtered properly.

Thanks for the solution again.


Regards
Kk

[vinay9599]

My issue is same as well

I have recently started working on OTRS and wanted to know how can i manage the filters. The users send us their query, issue or feedback through the support link available on our website. For eg. if a user mentions 'Android' in his issue, the ticket is automatically moved to Android queue in our system. If i want to add one more keyword Chatroom to it... what should i put in the generic agent. Do i need to enter the * as well?

[crythias]

from what I recall, search terms are case-insensitively searched without needing *.

[vinay9599]

so what should i enter if i want to search any ticket with Android or Chatroom in it?? I have also read somewhere that i need to make changes to extended ticket search option. How can i do that? i am using OTRS 3.0.5

[crythias]

There are sample tickets provided as emails. You should copy them/edit them and use them to test.

From the README

To check email reception, you can pipe an email directly into /opt/otrs/bin/otrs.Postmaster.pl:

shell> cat /opt/otrs/doc/sample_mails/test-email-1.box | /opt/otrs/bin/otrs.PostMaster.pl

Next, to answer your question:
The filter name is a description.
Stop after match is ... well, it will not process further PostMasterFilters if you enable it and it matches.
The Filter Conditions are AND if multiple lines are used. If you're expecting to search for Android in BODY *OR* Android in SUBJECT, you should use a separate PostMaster Filter.
The Filter Condition might be, for instance, Header1 SUBJECT, android
The Set Email Header X-OTRS-Queue will send to the appropriate Queue. If you need to send to a subqueue, the correct designation is ParentQueue::SubQueue.