GenericAgent / Ticketfilter

[MichaelW]

Hello!

I have problems with using the ticketfilter with the generic agent. I found no information how exactly it works. Espeacially I don't understand how the criterias are working.

AFAIK it works with full body search. When I need to filter für tickets where the subject ist e.g. "Ihre Anfrage über drei ...", what must I filter for?

- with filter for the ticketnumber it works
- with filter for "Ihre Anfrage über drei ..." it found nothing
- with filter for "Ihre" it found nothing
- with filter for "Ihre*" it found many tickets but not "only" the right one

How should it be? And how can I use boolean operators?

Best wishes,

Michael

[crythias]

The obvious you didn't tell us you tried...

Code: Select all

Ihre Anfrage über drei*

[MichaelW]

The obvious you didn't tell us you tried...

Code: Select all

Ihre Anfrage über drei*

I did Crythias, I did.
I tried to find some informations in the Inet how the filter Ticketfilter should be definied. And I found nothing. So I am sure i searched in the wrong way because I think I am not the 1st one who asks this. I found some information that the postmasterfilter should be defined with regex but I ask now for Ticketilter withe the generic agent.

So please can someone tell me who it should be done? Can I user "*" or pipe "|" or words like "or, and..."? I tired all of this but nothing worked allways so I am confused. For example I have a rule which works in this way:

"*auto*ist%nicht%erreichbar*"

But this didn't works:

"Ihre%Anfrage%über%drei*"

[MichaelW]

Just for info. May other people have the same question:
In the meanwhile I received an official answer from OTRS. With regex should all work. Till now I could solve my problems with it.

Have a nice day.