Postmaster FollowUp issue

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fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Postmaster FollowUp issue

Post by fullhouse »

Hello,

I want to configure Postmaster Filter so it moves tickets to a certain queue when there is a FollowUp on closed tickets. We don't expect customer FollowUps on certain queues so those tickets should be moved because we don't want these messages to get lost.

I set search header field to:
X-OTRS-Queue -> Queue1
X-OTRS-State -> closed successful

and set e-mail header to:
X-OTRS-FollowUp-Queue -> Queue2

OTRS won't move the ticket though. Any ideas?
root
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Re: Postmaster FollowUp issue

Post by root »

Hi,

Using X-OTRS-* in the search part does not match the current ticket data, it really checks if there is a header named like this with the configured value.

- Roy
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fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Postmaster FollowUp issue

Post by fullhouse »

Okay, thanks for the reply. Makes sense :D
So how would I go about solving this then? I thought about using GenericAgent but there a no event-based triggers for FollowUp.
wurzel
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Re: Postmaster FollowUp issue

Post by wurzel »

Hi,

use the FollowUp option on the queue "new ticket" then OTRS creates a new ticket if ticket is closed.

Flo
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