Postmaster Filters problem

[dorin]

Hello,

I have OTRS 3.3.8 and I'm trying to add a filter that change the SLA for all tickets posted having a particular Service. I choose for the filter condition X-OTRS-Service the name of the service I want and for the email header X-OTRS-SLA the name of the SLA. The value Stop after match is No. It does not work. In System Log there is no record for this filter when a new ticket (that fulfill the filter condition) is posted.

In system configuration the value for Ticket::Service is Yes.

Any help would be greatly appreciated.

Dorin

[crythias]

Most emails will not define a service on new ticket creation, therefore SLA will not apply. If you want a default SLA for a queue, apply it to the queue.

[dorin]

Hello,

Thank you for your reply.

All the tickets are posted only from the customer portal where the service is selected by the customers. So the filter is supposed to work.

Regards,
Dorin

[crythias]

All the tickets are posted only from the customer portal where the service is selected by the customers

So Postmaster isn't touched. If you want a specific SLA for a customer web submission, you should make sure they submit it on the web interface (javascript or ACL).
To adjust retroactively, use Generic Agent. OR set the SLA in the Queue which wins when SLA isn't selected.

[dorin]

I'll give it a try. Thank you.

Best regards,
Dorin