Showing 23 ideas for tag "filter"
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New Feature / Feature Enhancement

PostmasterFilter on Customer Data

There'd be a huge potential if OTRS could use customer data in Postmaster filters.

 

Let's say you defined a group of VIP customers a placed this information in the customer db. Wouldn't it be perfect if you could raise the priority or dispatch based on this information?

 

Add a Post-Postmaster filter that's handled after the customer was added to the ticket. And voilà there's a whole new world of options.

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IT Service Management

OTRS:ITSM:Change - multi company support

When creating a new Change, the change and, all associated work-orders, should only be visible to a specific group (that represents a company). This group should of course not be the predefined itsm-change-* groups that comes with the ITSM module.

 

If using a multi-company setup, as it is today, all companies can see all companies' changes if having itsm-change-privileges. That's of course a showstopper.

(@sassszilvia) kudos icon +

Development

PostMaster Filters - Setting validity function would be useful

In OTRS it is possible to set validity status (valid, invalid, invalid-temporarily) for almost each value, for example Queues, Status and Generic Agents...etc.

Nevertheless, it is not possible to set validity for PostMaster Filters, though this would be really useful, as there are situations, when because of error-search some mail-filters should be temporarily disabled (banned).

Currently, if I want to disable a mail... more »
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Development

Enhance Postmaster Filter with AJAX

Enhance Postmaster Filter with AJAX technology when setting a X-OTRS header. Some options are not totaly clear what to use and with some are easy mistakes made: example is setting the queue: you have to type the exact queue name, but when making a typing error, the email is totaly ignored by OTRS 9I think this is a bug anyway). adding a X-OTRS-QueueID header would solve this problem a little bit (less typing errors),... more »
(@testo1929) kudos icon +

IT Service Management

Create automatic link between a Ticket and a Config Item

Hi there.

 

I have a question, I want to send an email to OTRS, and I want to that ticket opens automatically with a Config Item linked. Is could that possible?

 

I know that is possible to automatic open a ticket with a service linked. And link that service with CI's before send the email. But I just want to know if is possible just to "autolink" a ticket with a CI, when an email arrives.

 

 

Regards...

(@markus.hlinka) kudos icon +

New Feature / Feature Enhancement

Linking CIs via Postmaster Filter/Generic Agent

I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent.

Example for Postmaster Filter:
We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+))
So I would like to link the CI written in the subject [***] with the CI in the CMDB.

Example for Generic Agent:
I have a process where a customer or an agent can enter a string... more »
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Documentation

Explain how to use alphabetical ordering of Postmaster filters

In the documentation, the page 'Filtering incoming messages' should explain that OTRS applies the filters in alphabetical order. So even though the GUI does not provide an intuitive way to order the filters in the list, it is possible to set the order indirectly by naming the filters adequately. For example by prefixing all filter names with numbers, like this: '001 first filter', '002 second filter', etc.