Re: How to add Dynamicfields to Tickets recived through mail

I'm using this mechanism to set some dynamic fields in OTRS 3.3. I 
wanted to use statistics on the field and found I couldn't do this with 
a "Text" area. I re-built my dynamic field as a "Dropdown" type, and 
populated it with the value domain (which is emailed from a form using a 
dropdown - so it will be a 1:1 match).

When importing the email ticket, the postmaster filter is setting the 
data into the "Referral Reason" field, but it doesn't seem to be doing 
so as a 'dropdown' type, in that I can't search or report on the items 
which have been populated in this way (though they ARE populated).

If I manually create a ticket, and specify the data in the dropdown, it 
DOES work for searches and reports.

Do I need to do something different in the "Set Email Headers" box to 
somehow flag the data as being 'dropdown' data instead of 'text' data?

On 5/10/2018 11:32 AM, Alvaro Cordero wrote:
> Hello Karlos, to do that you need to create a Postmaster Filter and 
> using regular expressions you can find the certain content into the 
> ticket body or subject and set the dynamic Field.
>
> An example is in the attached image.
>
>
>
>
> Another option is that the value of the DF does not depend on some 
> part of the email, but on the sender, the queue or something else, 
> then you can do a generic agent that looks for those tickets and 
> assign the DF Values.
>
> Best Regards
>
> 2018-05-10 9:33 GMT-06:00 Karlos Jelez <[email protected] 
> <mailto:[email protected]>>:
>
>     Hi guys,
>
>     I did enable Dynamic fieds in ViewPhone and Ticket email, both of
>     theme when agent start the ticket.
>     My question is how to add Dynamicfields to Tickets recived through
>     mail?
>
>     Thanks a lot
>
>     Karlos
>
>
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> -- 
> /Alvaro Cordero Retana
> Consultor de Tecnologias/
> /Tel: 22585757 ext 123/
> /Email:/ [email protected] <mailto:[email protected]>
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