[SOLVED] OTRS ESTABLISH PRIORITY ON QUEUE

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klausneil
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[SOLVED] OTRS ESTABLISH PRIORITY ON QUEUE

Post by klausneil » 03 May 2018, 05:17

Hi anybody tell me how i can establish the priority on the queue i need that a queue Product have a 5 very high, please help me.
Last edited by klausneil on 04 May 2018, 23:09, edited 1 time in total.

fcasal
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by fcasal » 03 May 2018, 07:38

Con el agente genérico puedes decirle que cuando un tique entre en una cola, lo cambie al estado Prioridad muy alta.

Saludos.

klausneil
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by klausneil » 03 May 2018, 19:59

Saludos, ya lo intente por un Postmaster Filter, yo tengo uno creado para cuando llegue un correo a la cola IMPRESORAS le ponga tipo HARDWARE, esto funciona pero si aparte le agrego X-OTRS-Priority en Establecer los Encabezados no lo hace.

fcasal
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by fcasal » 04 May 2018, 12:58

No me refería al postmaster, me refiero al agente genérico. Le pones que cada vez que entre un tique en la cola Hardware, le cambie la prioridad.

Saludos.

klausneil
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by klausneil » 04 May 2018, 19:49

Si entiendo pero lo malo es que esta tarea no se ejecuta automáticamente ni bien llegue el correo sino que se le debe dar un tiempo para que esto se ejecute máximo seria un minuto, pero lo que busco es eso que el cambio sea automático ni bien llegue el ticket

klausneil
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by klausneil » 04 May 2018, 19:51

Please anybody can tell me how i can change the priority on ticket when this is send to queue?

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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by jojo » 04 May 2018, 21:47

Postmasterfilter or Generic Agent. But as already mentioned several times, you really need to consider commercial support and operations
"Production": OTRS™ 6, STORM powered by OTRS
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klausneil
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Re: OTRS ESTABLISH PRIORITY ON QUEUE

Post by klausneil » 04 May 2018, 23:07

Well, for anybody this work, the solution is with Postmaster select "To" and select "X-OTRS-Priority
" as 5 very high and work!! good luck

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