Help on custom warning

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bmichelot
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Help on custom warning

Post by bmichelot » 18 Jun 2018, 11:43

Hi all,
I would like to implement specific messages using notes and generic agent.
The aim is to automatically add a note when customer request contains some specific part numbers mentioned into the body message.
I did the function using generic agent, selecting tickets by Fulltext-search field... But the list of products is longer than the field...
So... Do you know another way to do this kind of job ?
Thanks for your help,
--
Benoit

reneeb
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Re: Help on custom warning

Post by reneeb » 18 Jun 2018, 12:52

Can't you create a dynamic field (type dropdown for tickets)? Then you could create a postmaster filter module to extract the number and store it in the dynamic field. Then you could create a generic agent that listens for changes of the dynamic field...
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bmichelot
OTRS expert
Posts: 86
Joined: 31 Jul 2013, 16:52
OTRS Version?: 5.0.20
Real Name: Benoît MICHELOT
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Re: Help on custom warning

Post by bmichelot » 18 Jun 2018, 13:16

Hi Reneeb,
Thanks for your reply !
As I am a noob in postmaster filtering, I should teach myself first before being able to try it !
If you have any reference that I should read, please let me know !

bmichelot
OTRS expert
Posts: 86
Joined: 31 Jul 2013, 16:52
OTRS Version?: 5.0.20
Real Name: Benoît MICHELOT
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Re: Help on custom warning

Post by bmichelot » 26 Jun 2018, 10:42

Hi all,
I spend some time on the Postmaster filter and I am sure that it is not the solution because :
  • I would like to check when an article is created (not only at the ticket creation
  • Field is limited to 100 characters in Postmaster filter
So GenericAgent is a better tool. But not at 100% as there is still a limit for the used search field (200 characters).
Is there any other way to do the job ?
Shall I create a GenericAgent job by coding it outside OTRS interface ?
Regards,

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