Setting Service/SLA to new ticket.

[interceptor011]

Hello,

is it possible to set Service/SLA to new ticket that came via email (I have user with that email address in Customer User database)?

The reason why I'm asking this is the implementation of system where users in Customer User database have bigger priority than users that are not in database. I want to set escalation for that emails.

[crythias]

the queue in which it sits is the default sla.

[interceptor011]

I'll try to be more specific.

When new email ticket arrive, I want to set escalation properties if someone in customer user database have that email address. I already set service and SLA, and I configured Customer-Services Relation.

OTRS detect that there is such username in customer user database, it shows his ID instead of email, but it wont apply SLA on that ticket.

[crythias]

SLA does not apply to customer. It either applies to the Queue (default) or the Service.

[interceptor011]

I have SLA that is applied to service, and Customer user which is related to that service. Everything works well when I try to select SLA and service via Web interface (Tickets -> New email ticket), but I want that to work for ticket that arrives via email ("fetched" form email server).

[crythias]

How do you know what service is applied from an email?

[interceptor011]

There will be only one service.

I work for a company that have several thousand registered users. We want to give VIP treatment to "best" 1% of users. That means to answer their tickets as fast as possible. OTRS is used only internally, we don't want to give them access to customer panel. The only solution I could come up with is to make script that would add that users data directly to customer user table in OTRS DB. So, when they send e-mail from their e-mail account, we know that they are our "VIP" users, and after that we can somehow prioritize their tickets (e.g. via escalation). Is there easier way to do this or something similar?

[crythias]

if there is only one service, then the queue in which the ticket sits has the escalation.

[interceptor011]

Is there a way to set a default queue where all tickets submitted via email will go, if sender is in CustomerUser database?

[crythias]

No, but it's possible (haven't tested) that PostmasterFilter customerID with @ can go to a different from default queue.

[rvwmgk]

Hello interceptor011,

What crythias suggested is correct:

- create a postmaster filter

- check email header: From
- value: (.+gmail.com|.+yahoo.com|.+hotmail.com|.+outlook.com)

- set email header: X-OTRS-Priority
- set value: 5 very high

In this example mail from those domains will be set to very high priority. Change according to your own needs.

Downside: if you have 5.000 customers and 1% is high priority that means 50 email addresses. You'll need several postmaster filters because they are limited to a certain number of characters... Sowwy.

SLA won't work.

Grtz,

R.