i want to filter all those tickets which has 2 or more specific words in the body. for example - filtering all those tickets which has 'java' and 'call' in the body and moved to a particular queue.
currently only one word filtering is possible. although when i search for such tickets through search tool i am successful.
another filter which i require is filtering based on number of characters used - for example - filter all those tickets which only has HELLO written in message.
can i set up a filter those tickets which has 5 characters and has words HELLO?
Postmaster Filtering
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crythias
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Re: Postmaster Filtering
no or maybe. ^HELLO$vinay9599 wrote:can i set up a filter those tickets which has 5 characters and has words HELLO?
maybevinay9599 wrote:filtering all those tickets which has 'java' and 'call' in the body and moved to a particular queue.
java*call|call*java
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reneeb
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Re: Postmaster Filtering
maybevinay9599 wrote:filtering all those tickets which has 'java' and 'call' in the body and moved to a particular queue.
java*call|call*java[/quote]
This should be
Code: Select all
java.*call|call.*javaPerl / Znuny development: http://perl-services.de
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crythias
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Re: Postmaster Filtering
:) reneeb, thanks. you're absolutely correct. * is zero or more of the preceding in perl, not just "anything".
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Re: Postmaster Filtering
i have tried using the option provided by @reneeb but i am not successful. Do i need to make some changes?
i have just entered java.*call|call.*java in the value1 option and selected header as Body for i want to search all those tickets which has java and call written in the message body.
i am attaching the screenshot for the same as well.
i have just entered java.*call|call.*java in the value1 option and selected header as Body for i want to search all those tickets which has java and call written in the message body.
i am attaching the screenshot for the same as well.
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reneeb
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Re: Postmaster Filtering
Theoretically it should work 
-> Does any other postmaster filter overrule this filter? (You have set "stop after match" to "no")
-> Is the mail a multipart mail? If yes, are the words in the HTML part and not in the plain text part?
-> Does an other filter run before that one? Does that filter match the mail? Does that filter stop after match?
Can you provide the sourcecode of a mail that should be matched (not just the text! Download the "plain view" of the mail from OTRS) ?
-> Does any other postmaster filter overrule this filter? (You have set "stop after match" to "no")
-> Is the mail a multipart mail? If yes, are the words in the HTML part and not in the plain text part?
-> Does an other filter run before that one? Does that filter match the mail? Does that filter stop after match?
Can you provide the sourcecode of a mail that should be matched (not just the text! Download the "plain view" of the mail from OTRS) ?
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Re: Postmaster Filtering
Thanks @Reneeb!! This helped I am now able to create filters and designate auto responses to queue. Is it possible to create filters with more words like account.*not.*register|account.*register.*not or will i have to make all six possible combo like
account.*not.*register|account.*register.*not|register.*account.*not|register.*not.*account|not.*register.*account|not.*account.*register
Also the filter regarding 5 characters with only Hello is not working with ^HELLO$
account.*not.*register|account.*register.*not|register.*account.*not|register.*not.*account|not.*register.*account|not.*account.*register
Also the filter regarding 5 characters with only Hello is not working with ^HELLO$
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crythias
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Re: Postmaster Filtering
^[Hh][Ee][Ll][Ll][Oo]$
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Re: Postmaster Filtering
this ^[Hh][Ee][Ll][Ll][Oo]$ also does not work.. Any other way to filter it?
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crythias
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Re: Postmaster Filtering
^[Hh][Ee][Ll][Ll][Oo]$ is based upon this being the only word on a line, or potentially the only word in the body.
remove the carat and the dollar sign and it'll find itself in any body.vinay9599 wrote:can i set up a filter those tickets which has 5 characters and has words HELLO?
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Re: Postmaster Filtering
it seems there is a disconnect between us. let me explain it again:
Scenario 1 : If i enter ^[Hh][Ee][Ll][Ll][Oo]$ as a value for setting up a filter the tickets bypass the filter and reaches the default queue rather than the designated queue
Scenario 2 : If i enter [Hh][Ee][Ll][Ll][Oo] as a value for setting up a filter, it picks all those tickets which has a word HELLO and moves them to designated queue
My Requirement : If and only if HELLO is written in the ticket. The ticket should move to designated queue.
Scenario 1 : If i enter ^[Hh][Ee][Ll][Ll][Oo]$ as a value for setting up a filter the tickets bypass the filter and reaches the default queue rather than the designated queue
Scenario 2 : If i enter [Hh][Ee][Ll][Ll][Oo] as a value for setting up a filter, it picks all those tickets which has a word HELLO and moves them to designated queue
My Requirement : If and only if HELLO is written in the ticket. The ticket should move to designated queue.
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Re: Postmaster Filtering
Is it an email in HTML format?
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Re: Postmaster Filtering
Yes, it is in HTML format
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Re: Postmaster Filtering
Does the plain part of the mail also includes "HELLO"? The Postmaster filters configured via webfrontend are only able to see the plain text part of an email. If you need to filter the HTML part, you have to write you own Perl module...
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Re: Postmaster Filtering
I am not sure which format do we get the mails in... However, the earlier filter like java.*call|call.*java worked perfectly fine on the emails received.
The users sends a mail to support@n****z.com and the OTRS tool fetches all those mails. Just like the earlier mails where the filter was working this HELLO filter is not.
The users sends a mail to support@n****z.com and the OTRS tool fetches all those mails. Just like the earlier mails where the filter was working this HELLO filter is not.
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Re: Postmaster Filtering
Please enable the "PlainView" feature in SysConfig. Then go to one of those "HELLO" mails and have a look at the "unformatted view" of the mail. Please post this view (but delete all personal data)!
The java*call thing might work when the mail is either plain text or the plain text part is really the plain text view of the HTML part... Without seeing the mails, it's impossible to find the cause for your trouble.
The java*call thing might work when the mail is either plain text or the plain text part is really the plain text view of the HTML part... Without seeing the mails, it's impossible to find the cause for your trouble.
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crythias
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Re: Postmaster Filtering
I reacted to your post where you said Hello is not working with HELLO.
Either it works searching for HELLO or it's case insensitive anyway which means the gui can't do what you want.
Either it works searching for HELLO or it's case insensitive anyway which means the gui can't do what you want.
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