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 »
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.
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 »
While the new feature to "mark" articles as relevant/important is a great addition, it would be very helpful to be able to filter for these marked articles, to get a much better overview on long threads.
Possible to define the amount of Filter Conditions and Emal Headers in SysConfig for PostMaster Filter.
I created a FollowUp PostMasterFilter for a Dynamic Field and i have in my Process a Transition that match for this Value that i set in the PostMasterFilter. If now a message is coming in and match this PostMasterFilter then the process will get automatically to the next Activity. Now is it very anoying that i get for every FollowUp a Message as Email. It would be nice to implement a Option to deactivate the FollowUp's ...more »
I think a filter on the History tab would be very useful. Filtering to a user, time, or action would make the History view much more useful.
It would be great if an article filter could be set for the subject, so if you i.e change the owner of a ticket or set the responsible, you can exclude the articles "owner change" and "responsible change"
I suggest to include a comment field for postmaster filters, so that you can add some comments about the purpose of the filter (who created, why created, what is it doing, etc.)
Run Postmaster Filters over existing tickets, such that you may find and alter tickets based on the postmaster filter criteria. Maybe a good option for generic agent.
When creating Postmaster Filters, force the x-otrs-queue to be a fixed list of existing queues like the generic agent has, so it updates dynamically if the queue gets moved to a sub-queue ( e.g. Junk gets moved to hidden:: junk)
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.