Re: Change priority by founding a keyword in text part of a new article ?

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I think that works well with the postmaster Filters, there is an example in
the Admin Manual,

You can use a regular expression in the Filter to find the value you are
looking for and then you can either use what you found to be set into a
field (dynamicField), etc or having found the value, set attributes into
tickets such as SLA, Service, Priority etc.

Regards

El mi=C3=A9., 15 ene. 2020 a las 2:46, JAOUEN Egareg (<egareg.jaouen@elitt.=
com>)
escribi=C3=B3:

> Hi all,
>
>
>
> My agents would like to know if it is possible to use a keyword in the
> text of an email to create a new ticket with high priority.
>
> For the moment, all the new tickets have the default priority set on
> creation. But some customers want to have a way to notify a kind of
> priority/gravity. Is it possible to use a template email or a keyword and
> configure the OTRS behavior to set the priority to a high level where the
> keyword is found in the email body ?
>
>
>
> I tried with the Generic Agent and set the parameters as follow :
>
> -          Event Base Execution (single ticket) : Ticket =E2=80=93 Ticket=
Create
>
> -          Select Tickets : Text =3D #high#
>
> -          Update/Add Ticket Attributes : Set new priority =3D 5 very hig=
h
>
>
>
> I sent some emails to test that and I can see in the log that the generic
> agent is well launched after each email reception, but the priority is no=
t
> set to 5 =E2=80=93 very high, despite the search of the #high# keyword br=
ings me
> all the new tickets I sent for test. The priority remains on the default
> value.
>
>
>
> Can anyone help me ?
>
>
>
>
>
> *Egareg JAOUEN*
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> Archive: http://lists.otrs.org/pipermail/otrs
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>


--=20

*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* [email protected]

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<div dir=3D"ltr">I think that works well with the postmaster Filters, there=
 is an example in the Admin Manual,=C2=A0<div><br></div><div>You=C2=A0can u=
se a regular expression in the Filter to find the value you are looking for=
 and then you can either use what you found to be set into a field (dynamic=
Field), etc or having found the value, set attributes into tickets=C2=A0suc=
h as SLA, Service, Priority etc.=C2=A0</div><div><br>Regards=C2=A0</div></d=
iv><br><div class=3D"gmail_quote"><div dir=3D"ltr" class=3D"gmail_attr">El =
mi=C3=A9., 15 ene. 2020 a las 2:46, JAOUEN Egareg (&lt;<a href=3D"mailto:eg=
[email protected]">[email protected]</a>&gt;) escribi=C3=B3:<br><=
/div><blockquote class=3D"gmail_quote" style=3D"margin:0px 0px 0px 0.8ex;bo=
rder-left:1px solid rgb(204,204,204);padding-left:1ex">






<div lang=3D"FR">
<div class=3D"gmail-m_-6872827126067803278WordSection1">
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">Hi all,
<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">My agents would like to know =
if it is possible to use a keyword in the text of an email to create a new =
ticket with high
 priority. <u></u><u></u></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">For the moment, all the new t=
ickets have the default priority set on creation. But some customers want t=
o have a way to
 notify a kind of priority/gravity. Is it possible to use a template email =
or a keyword and configure the OTRS behavior to set the priority to a high =
level where the keyword is found in the email body ?
<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">I tried with the Generic Agen=
t and set the parameters as follow :
<u></u><u></u></span></p>
<p class=3D"gmail-m_-6872827126067803278MsoListParagraph"><u></u><span lang=
=3D"EN-US" style=3D"font-size:11pt;font-family:Calibri,sans-serif;color:rgb=
(31,73,125)"><span>-<span style=3D"font:7pt &quot;Times New Roman&quot;">=
=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0
</span></span></span><u></u><span lang=3D"EN-US" style=3D"font-size:11pt;fo=
nt-family:Calibri,sans-serif;color:rgb(31,73,125)">Event Base Execution (si=
ngle ticket) : Ticket =E2=80=93 TicketCreate<u></u><u></u></span></p>
<p class=3D"gmail-m_-6872827126067803278MsoListParagraph"><u></u><span lang=
=3D"EN-US" style=3D"font-size:11pt;font-family:Calibri,sans-serif;color:rgb=
(31,73,125)"><span>-<span style=3D"font:7pt &quot;Times New Roman&quot;">=
=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0
</span></span></span><u></u><span lang=3D"EN-US" style=3D"font-size:11pt;fo=
nt-family:Calibri,sans-serif;color:rgb(31,73,125)">Select Tickets : Text =
=3D #high#<u></u><u></u></span></p>
<p class=3D"gmail-m_-6872827126067803278MsoListParagraph"><u></u><span lang=
=3D"EN-US" style=3D"font-size:11pt;font-family:Calibri,sans-serif;color:rgb=
(31,73,125)"><span>-<span style=3D"font:7pt &quot;Times New Roman&quot;">=
=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0
</span></span></span><u></u><span lang=3D"EN-US" style=3D"font-size:11pt;fo=
nt-family:Calibri,sans-serif;color:rgb(31,73,125)">Update/Add Ticket Attrib=
utes : Set new priority =3D 5 very high<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">I sent some emails to test th=
at and I can see in the log that the generic agent is well launched after e=
ach email reception,
 but the priority is not set to 5 =E2=80=93 very high, despite the search o=
f the #high# keyword brings me all the new tickets I sent for test. The pri=
ority remains on the default value.
<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
p>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)">Can anyone help me ?
<u></u><u></u></span></p>
<div>
<p class=3D"MsoNormal"><span lang=3D"EN-US" style=3D"font-size:11pt;font-fa=
mily:Calibri,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
p>
<p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:9pt;font-=
family:Arial,sans-serif;color:rgb(31,73,125)"><u></u>=C2=A0<u></u></span></=
b></p>
<p class=3D"MsoNormal"><b><span style=3D"font-size:9pt;font-family:Arial,sa=
ns-serif;color:rgb(31,73,125)">Egareg JAOUEN<u></u><u></u></span></b></p>
</div>
</div>
</div>

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</blockquote></div><br clear=3D"all"><div><br></div>-- <br><div dir=3D"ltr"=
 class=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div=
 dir=3D"ltr"><div><div dir=3D"ltr"><div><font color=3D"#666666"><i>Alvaro C=
ordero Retana<br>Consultor de Tecnologias</i></font></div><div><font color=
=3D"#666666"><i>Tel: 22585757 ext 123</i></font></div><div><i><font color=
=3D"#666666">Email:</font></i> <a href=3D"mailto:[email protected]" tar=
get=3D"_blank">[email protected]</a><br><img src=3D"http://www.gridshie=
ld.com/images/gs-signature.png"><br></div></div></div></div></div></div></d=
iv></div></div>

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