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
Setting Owner when email arrives
Moderator: crythias
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- 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
OTRS 3.0.5, OS: Windows 2008, DB: MySQL.
Re: Setting Owner when email arrives
Hi
Yes, using the postmaster filter and a regular expression.
regards
Ian
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
Ian
OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
-
- 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
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
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.
Re: Setting Owner when email arrives
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
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
Ian
OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
-
- 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
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
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.
Re: Setting Owner when email arrives
Hi
Yes, thats what you should do.
regards
Ian
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
Ian
OTRS v3.0.11 ITSM 3.0.5 running on ubuntu 11.10 64bit
with iPhone app
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- Znuny newbie
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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
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 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.
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- 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
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
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.