Hello,
I want to disable the function of setting the ticket type of an email-ticket automatically to "default". In OTRS I deleted the type "default". So if someone opens a ticket inside the otrs interface the possibility to choose "default" as ticket-type is not enabled. So far so good. But if someone send an email to otrs the ticket-type is set to "default". Where can I change this to "incident" or whatever wanted?
Thank you for help!
Disable Ticket Type "Default"
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Giulio Soleni
- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
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Re: Disable Ticket Type "Default"
Hi,
Maybe some tests are needed... but I think you may go with a PostMaster filter to set the X-OTRS-Type.
You should be able to use also some text matched from the subject or the body of the incoming email to set that X-header, but I think that if you set that header with an undefined type value (e.g. "Incdent" instead of "Incident" due to a typo in the email subject...) the behavior can be unpredictable ... as I said, some tests are needed.
Maybe some tests are needed... but I think you may go with a PostMaster filter to set the X-OTRS-Type.
You should be able to use also some text matched from the subject or the body of the incoming email to set that X-header, but I think that if you set that header with an undefined type value (e.g. "Incdent" instead of "Incident" due to a typo in the email subject...) the behavior can be unpredictable ... as I said, some tests are needed.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.