Managing keywords to filter tickets to the queue
Moderator: crythias
Managing keywords to filter tickets to the queue
i have recently started working on OTRS and wanted to know how can i manage the filters. For eg. if a user mentions 'Android' in his request, the ticket is automatically moved to Android queue in our system. If i want to modify and want to add more keywords where can i find the option
-
yuri0001
- Znuny superhero
- Posts: 630
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: Managing keywords to filter tickets to the queue
Hi!
Depending on how customers create the tickets, there two or more ways: PostMaster filters for e-mail tickets & GenericAgent for tickets from customer web-interface. More ACL feature.
See manual
Depending on how customers create the tickets, there two or more ways: PostMaster filters for e-mail tickets & GenericAgent for tickets from customer web-interface. More ACL feature.
See manualBest regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
Re: Managing keywords to filter tickets to the queue
I went ahead and checked the Postmaster Filters but could only find a few pre-set filters. Is there any other place where these filters are set?
In my system there are more than 26 queues and email/tickets are automatically moved to these queues. I want to modify the keywords which are used to move these tickets. For eg. If someone mentions Android in his tickets, the ticket is moved to Android queue. However, I can not find this filter set in Postmaster Filter.
In my system there are more than 26 queues and email/tickets are automatically moved to these queues. I want to modify the keywords which are used to move these tickets. For eg. If someone mentions Android in his tickets, the ticket is moved to Android queue. However, I can not find this filter set in Postmaster Filter.
Re: Managing keywords to filter tickets to the queue
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?