Process trigger via e-mail

[ijG]

I have created the process in OTRS 3.2.3 and wanted to know is there a way to trigger the process by e-mail. I want users to be able to send e-mail into OTRS and it triggers a process of using the subject field to pre-populate some of the process fields. Thank you in advanced

[crythias]

Postmaster Filter.

[ijG]

Thanks for your quick response Crythias. Can you please expand your answer a bit. I'm new to OTRS and i've just about got my head around process management. Just struggling to link the process with an postmaster filters. I can create postmaster filters which direct e-mails into specific queues, which is great. But i just cannot see how it can be used to trigger the generation of a process ticket?

Thanks

ijG

[crythias]

But i just cannot see how it can be used to trigger the generation of a process ticket?

I don't know enough to tell you that's possible.

I probably should not have replied, but usually you might be able to set fields by PostmasterFilter.

[ijG]

Crythias, Your reply's got me onto the correct path. I'm almost there you can use X-OTRS-DynamicField-ProcessManagementProcessID and X-OTRS-DynamicField-ProcessManagementActivityID Header attributes. I'm still trying to work out all the kinks in the flow process from the mail coming in and activating the process ticket. Still need to work out how to extract the subject field string into a dynamicfield.

Getting there, slowly but surly.

If you get any eureka moments please let me know

ijG