New to OTRS and a question about postmaster filter

[nyotrs]

Hi guys,

I'm new to OTRS and got a couple of questions hoping someone here can land a hand

1. In PostMaster Filter, can we increase the number of "filter conditions" as well as "set email headers"?
2. How to use variables in the values for email headers? For example, when a certain type of tickets come in, I'd like change its state to "pending reminder" and then automatically set "pending date" to 5 days ahead.

Thanks a lot!

[crythias]

In PostMaster Filter, can we increase the number of "filter conditions" as well as "set email headers"?

You can daisy chain them if you can't do the 20 different changes in one ticket filter. They'll cascade by ABC order.

You cannot set pending reminder for inbound tickets via the GUI, but you can create a Postmaster Filter module to do this or generic agent after the fact.

[jojo]

You can also add Postmaster Filters with unlimted Match and Set rules to the Config.pm.

Pendig States can be set via X-OTRS-State-PendingTime or X-OTRS-FollowUp-State-PendingTime

[crythias]

@jojo That's cool, but relative pending time?

[nyotrs]

Hi crythias and jojo

Thanks for the replies!

You can daisy chain them if you can't do the 20 different changes in one ticket filter. They'll cascade by ABC order.

By daisy chaining, does that mean I can create multiple filters to process the same incoming ticket? If I name them filter1, filter2, and filter 3, then filter1 will be checked first before going to filter2, and followed by filter3?

You can also add Postmaster Filters with unlimted Match and Set rules to the Config.pm.

Pendig States can be set via X-OTRS-State-PendingTime or X-OTRS-FollowUp-State-PendingTime

I understand we can set an incoming ticket into "pending reminder" and give it an exact "pending time", but I'd like to automatically set it to a value that is 5 days (for example) after receiving the ticket. It'd be really neat if the value field can take variables.

[crythias]

all postmaster filters will apply in abc order until/unless one of them says "stop processing" (after/if filter applies)