Setting Owner when email arrives

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nlpvdo
Znuny newbie
Posts: 6
Joined: 07 Jan 2011, 11:52
Znuny Version: 3.0.5
Real Name: Pascal van Doorn
Company: LANSA

Setting Owner when email arrives

Post by nlpvdo »

Hi,

We (the agents) are also acting as customers by sending emails to the OTRS system from our personal emailaddress.

I have already setup the agents as customers, so the ticket contains the correct customer.

With the Email Filter I want to set the Owner of the ticket. That way the ticket is automatically assigned to the correct agent.

Is that Possible?

Thank you.

Regards,
Pascal
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
icm3012
Znuny newbie
Posts: 50
Joined: 19 Oct 2010, 13:56
Znuny Version: 3.3.8
Location: UK

Re: Setting Owner when email arrives

Post by icm3012 »

Hi

Yes, using the postmaster filter and a regular expression.


regards

Ian
kind regards

Ian

OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
nlpvdo
Znuny newbie
Posts: 6
Joined: 07 Jan 2011, 11:52
Znuny Version: 3.0.5
Real Name: Pascal van Doorn
Company: LANSA

Re: Setting Owner when email arrives

Post by nlpvdo »

Hi Ian,

Thank you for the response.

What option/attribute do I need to set in the postmaster filter?

Is it the LOCK option?

Thank you.

regards,
Pascal
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
icm3012
Znuny newbie
Posts: 50
Joined: 19 Oct 2010, 13:56
Znuny Version: 3.3.8
Location: UK

Re: Setting Owner when email arrives

Post by icm3012 »

Hi

You need to be more specfic, from your post I think you are trying to send emails from your agents which are ALSO customers to create tickets using the same email address, is this correct? If not, please explain your procedure fully.


regards

Ian
kind regards

Ian

OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
nlpvdo
Znuny newbie
Posts: 6
Joined: 07 Jan 2011, 11:52
Znuny Version: 3.0.5
Real Name: Pascal van Doorn
Company: LANSA

Re: Setting Owner when email arrives

Post by nlpvdo »

Hi Ian,

What I want to achieve is that when an agent sent an email to the OTRS system form his personal email account on the mailserver, I want the ticket to be registered with the agent as the customer, but als as the owner of the ticket.
The first part is not a problem. That is already done, but I want to know how I can set the owner of a new ticket based on the email address where the email comes from.

At this point when a new ticket is created the owner is default set to "Admin OTRS". I like to set this to a specific agent based on the sender email address.

Is this more clear?

I see in the Postmaster filter that I can set LOCK, but I don't know if I need to set the user name of the agent in that field.

Thank you for your help.

Kind regards,
Pascal
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
icm3012
Znuny newbie
Posts: 50
Joined: 19 Oct 2010, 13:56
Znuny Version: 3.3.8
Location: UK

Re: Setting Owner when email arrives

Post by icm3012 »

Hi

Yes, thats what you should do.


regards

Ian
kind regards

Ian

OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
nlpvdo
Znuny newbie
Posts: 6
Joined: 07 Jan 2011, 11:52
Znuny Version: 3.0.5
Real Name: Pascal van Doorn
Company: LANSA

Re: Setting Owner when email arrives

Post by nlpvdo »

thnx
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
fcipriani
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Joined: 09 May 2011, 18:48
Znuny Version: 3.0.7
Real Name: Fabrizio Cipriani
Company: Consorzio Nettuno

Re: Setting Owner when email arrives

Post by fcipriani »

Hi,

nlpvdo did you succeed in setting the owner of a ticket? If I try to specify the username of an agent as a parameter of the X-ORTS-Lock header I get an error. According to the docs, that parameter can only be the lock status (locked/unlocked). Maybe I didn't get it right?

Regards,
Fabrizio

OTRS 3.0.7, OS: Windows XP, DB: MySQL.
nlpvdo
Znuny newbie
Posts: 6
Joined: 07 Jan 2011, 11:52
Znuny Version: 3.0.5
Real Name: Pascal van Doorn
Company: LANSA

Re: Setting Owner when email arrives

Post by nlpvdo »

Hi fabrizio

I couldn't get it to work.
Indeed the parameter can only be uwer to set the lock status.

I'm still looking for a solution.

If you find one, let me and probably others know.

Regards, Pascal
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
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