Re: Advanced filter on incoming tickets

Gerald Young <[email protected]> Tue, 4 Feb 2020 11:24:50 -0500
Newsgroups gmane.comp.otrs.user
Message-ID <CAKk-oULZcP2W=M9RY5e8ZRLSn0YAX_mu8k6vv=EzGNFwqNwwOg@mail.gmail.com> 
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Process management might be useful but it's not automatic and postmaster
filters are not filtered on greater than/less than values.

You may need to build a postmaster filter or generic agent. Note also that
as soon as you introduce logic or math you also have to error check and
validate input that is not controlled.

The difference between does it match and is it bigger is a significant
programming difference.

On Tue, Feb 4, 2020, 10:11 AM Manuel Mart=C3=ADnez Valls <[email protected]=
m>
wrote:

> Yes, and the priority will be different.
>
>
>
> El 4/2/20 a las 14:45, Gerald Young escribi=C3=B3:
>
> Are the agents that handle the tickets going to vary based upon these
> criteria? If not, maybe you might be overloading the intent of Queues.
>
>
>
> On Tue, Feb 4, 2020 at 8:26 AM Manuel Mart=C3=ADnez Valls <mmartinez@roig=
.com>
> wrote:
>
>> Hello,
>>
>> I would like to do somekind of filter depending on the subject, client i=
d
>> and articleBody when receiving emails on a specific queue.
>>
>> I want to check the existence of many phrases (maybe 20 or more) on the
>> Body of the incoming Article, and depending on the match, sometimes, I w=
ant
>> to get a "field" following that text to compare with a threshold for tha=
t
>> field.
>>
>> The result will be a transition to a queue or another one.
>>
>> For similar but more simple things I'm using a PostMaster Filter, but
>> after reading a bit, I think it would be better to use Process Managemen=
t
>> to do it.
>>
>> What would you recommend?
>>
>> Regards,
>>
>>   Manuel Mart=C3=ADnez
>>
>>
>> --
>>
>> *Cuidemos del medio ambiente. Por favor no imprima este e-mail si no es
>> necesario. Please consider the environment before printing. *
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<div dir=3D"auto">Process management might be useful but it&#39;s not autom=
atic and postmaster filters are not filtered on greater than/less than valu=
es.<div dir=3D"auto"><br></div><div dir=3D"auto">You may need to build a po=
stmaster filter or generic agent. Note also that as soon as you introduce l=
ogic or math you also have to error check and validate input that is not co=
ntrolled.</div><div dir=3D"auto"><br></div><div dir=3D"auto">The difference=
 between does it match and is it bigger is a significant programming differ=
ence.=C2=A0</div></div><br><div class=3D"gmail_quote"><div dir=3D"ltr" clas=
s=3D"gmail_attr">On Tue, Feb 4, 2020, 10:11 AM Manuel Mart=C3=ADnez Valls &=
lt;<a href=3D"mailto:[email protected]">[email protected]</a>&gt; wrote:<=
br></div><blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;borde=
r-left:1px #ccc solid;padding-left:1ex">
 =20
   =20
 =20
  <div>
    <p>Yes, and the priority will be different.</p>
    <p><br>
    </p>
    <div><br>
      <img src=3D"cid:[email protected]" border=3D"0"></div>
    <div>El 4/2/20 a las 14:45, Gerald Young
      escribi=C3=B3:<br>
    </div>
    <blockquote type=3D"cite">
     =20
      <div>
        <div dir=3D"auto">Are the agents that handle the tickets going to
          vary based upon these criteria? If not, maybe you might be
          overloading the intent of Queues.</div>
      </div>
      <div dir=3D"auto"><br>
      </div>
      <div dir=3D"auto"><br>
      </div>
      <div><br>
        <div class=3D"gmail_quote">
          <div dir=3D"ltr">On Tue, Feb 4, 2020 at 8:26 AM Manuel Mart=C3=AD=
nez
            Valls &lt;<a href=3D"mailto:[email protected]" target=3D"_blan=
k" rel=3D"noreferrer">[email protected]</a>&gt; wrote:<br>
          </div>
          <blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;bord=
er-left:1px #ccc solid;padding-left:1ex">
            <div>
              <p>Hello,</p>
              <p>I would like to do somekind of filter depending on the
                subject, client id and articleBody when receiving emails
                on a specific queue.</p>
              <p>I want to check the existence of many phrases (maybe 20
                or more) on the Body of the incoming Article, and
                depending on the match, sometimes, I want to get a
                &quot;field&quot; following that text to compare with a thr=
eshold
                for that field.<br>
              </p>
              <p>The result will be a transition to a queue or another
                one.<br>
              </p>
              <p>For similar but more simple things I&#39;m using a
                PostMaster Filter, but after reading a bit, I think it
                would be better to use Process Management=C2=A0 to do it.<b=
r>
              </p>
              <p>What would you recommend? <br>
              </p>
              <p>Regards,</p>
              <p>=C2=A0 Manuel Mart=C3=ADnez</p>
            </div>
            <div>
              <p><br>
              </p>
              <div>-- <br>
                <img src=3D"cid:[email protected]" style=3D"=
width:719px;max-width:100%" border=3D"0"></div>
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                    <td><b><span style=3D"color:darkgreen;font-family:&quot=
;arial&quot;,&quot;helvetica&quot;,sans-serif;font-size:x-small">Cuidemos
                          del medio ambiente. Por favor no imprima este
                          e-mail si no es necesario. <br>
                          Please consider the environment before
                          printing. </span></b></td>
                  </tr>
                </tbody>
              </table>
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